Supervise contact center sales tools and processes as the SME for Cresta Salesforce IDA and Tableau. Provide coaching troubleshooting training performance monitoring escalation handling and partner with Technology and Operations to improve adoption and efficiency.

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum a leader in the fast-paced world of connectivity and we're seeking driven and enthusiastic professionals to join our team empower lives fuel businesses and drive innovation. Connectivity is now longer a luxury but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable high-speed connectivity solutions that keep the world connected. Our successes now and in the future are powered by our amazing product a commitment to our people and culture and the connections we make in our communities.
If you are resourceful collaborative and passionate about delivering consistent excellence Optimum is for you!
Job Summary
The Supervisor Contact Center Ops serves as a subject matter expert (SME) for critical contact center sales platforms including IDA Cresta Tableau Salesforce as well as processes that support sales strategy and operations. This role ensures that contact center sales teams are empowered with the systems knowledge resources and guidance needed to drive performance and deliver exceptional experience. The supervisor partners closely with all frontline and cross-functional teams to monitor tool performance identify process improvement opportunities and provide ongoing training and support that enhances sales effectiveness customer satisfaction and operational efficiency.
Responsibilities

• Serve as SME for Cresta Salesforce and related sales support platforms ensuring frontline teams understand and effectively use these tools.
• Provide daily support coaching and guidance to sales agents supervisors and managers on tool functionality troubleshooting and best practices.
• Monitor tool performance and user adoption; identify trends issues or gaps and partner with Technology and Operations to drive solutions.
• Develop and deliver targeted training refresher sessions and documentation to ensure teams stay current on tool updates sales processes and campaign offers.
• Track and analyze tool-related escalations complaint trends and operational impacts.
• Supervise the handling of escalated tool-related concerns and provide direct assistance in resolving complex system or process issues.
• Maintain accurate records of tool performance metrics complaint logs and resolution outcomes.
• Report directly to the Director Sales Strategy and Ops.
• Lead or contribute to special projects and initiatives as assigned by the Director Sales Strategy & Ops.

Qualifications

• Associate degree in business or related field preferred.
• Minimum of 3 years' experience in a contact center quality assurance customer service or sales operations with a focus on system tools and processes.
• Prior supervisory team lead or SME experience strongly preferred.
• Proficiency in Microsoft Office Suite.
• Strong analytical problem-solving and technical troubleshooting skills.
• Excellent communication and interpersonal skills with the ability to translate technical concepts for end users.
• Ability to manage multiple priorities in a fast-paced environment.

At Optimum every action and interaction we take part in is driven by our three Guiding Principles: Do What's Right Drive One Optimum and Make It Happen. These aren't just words they help us build trust create real community and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It's all part of the bigger picture of "Be The Difference" where each employee knows they have the power to enact real change share new ideas and understand that learning never stops.
If you have the drive to succeed and are ready to embark on a thrilling career seize this opportunity today and join our winning team. Together we'll shape the future of connectivity.
All job descriptions and required skills qualifications and responsibilities for a particular position are subject to modification by the Company from time to time in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting hiring and promoting qualified people of all backgrounds regardless of gender race color creed national origin religion age marital status pregnancy physical or mental disability sexual orientation gender identity military or veteran status or any other basis protected by federal state or local law.
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Pay is competitive and based on a number of job-related factors including skills and experience. The starting pay rate/range at time of hire for this position in [Manually enter state] is [Manually enter Min] - [Manually enter Third Quartile] / year.
The starting payrate/range at time of hire for this position in New York and New Jersey is $77112- $126684/year. For other locations please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire and do not reflect future job opportunity.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time we do not provide visa sponsorship for employment.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty