Director of Customer Moves and Transfers

Overview

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We’re not the only ones who have seen it; we’ve recently been recognized by Forbes as one of America’s Best Employers as well as by the Human Rights Campaign, Diversity, Inc Magazine, and Cablefax for our diversity & inclusion program.

Responsibilities

The Director, Consumer Move and Transfers leads a newly created East and West operations in addition to the management of our New Jersey, New York and Texas call centers. Reporting into the Senior Director of Consumer Retention Operations, this leader directs, plans and executes tactics to support all Move and Transfer sales objectives as assigned by the business.  The primary responsibility will be to transfer customers that are moving into footprint, prevent churn and maximize growth opportunities.

The Director, Move and Transfer Sales, will ensure competence and continuity of qualified Move and Transfer sales agents through effective recruitment, selection, training, appraisal and motivation within three call centers in the NY Metro Area and Texas. Assist in developing successful business plans for the Inbound Move and Transfer sales team, including daily operational expenses. Oversee all center expenses, including payroll. Review and analyze performance reports and develop an effective strategy based on the data. Maximize the overall Move Transfer connect %’s, Revenue and Customer Relationship generation of the Move and Transfer sales team through effective leadership and motivational skills. Effectively manage offer usage and ARPU erosion on completed transfers. Monitor, evaluate, and track overall Move and Transfer metrics performance to ensure budgeted goals are met. Responsible for the customer experience of all contacts into the call centers; ensure call monitoring is designed, implemented and continuous. Provide direction to Inbound Move and Transfer Management staff to achieve objectives and continued sales growth. Coach Inbound Move and Transfer sales Reps /Managers/Supervisors to ensure all Move and Transfer Sales goals are achieved. Provides ongoing insight on the key performance metrics and drivers of our business to ensure the entire team is informed and focused on the most important factors affecting our customers.

Qualifications

• 5 years of sales or related experience
• Bachelor’s Degree or equivalent (MBA preferred)
• Thorough, in-depth, and proficient understanding of the key aspects of Inbound Move and Transfer Sales specific to the cable industry, including the Move and Transfer Sales / process, procedures, compensation, incentives, position descriptions, staffing, hiring, and product knowledge.
• Financial/statistical budgeting experience, an aptitude in negotiation, and strong analytical ability.
• Strong project management, organization skills and process management
• Proven track-record of increasing consumer Move and Transfer sales rates
• Experience creating and implementing pricing changes, customer onboarding, and customer Move and Transfer sales processes
• Demonstrated ability to analyze problems and probe facts.
• Demonstrated ability to identify and question assumptions and find creative and effective solutions
• Ability to travel from one location to another regularly.

A Culture with No Limits!

Working at Altice USA means pushing boundaries and trying things we never thought were possible. This is the team of the future. Join us!

Altice USA is 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.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law.  This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.

Requirements of this position include demonstration of either full vaccination status against COVID-19 or company-provided weekly COVID-19 testing.