What are the responsibilities and job description for the Manager, Readiness position at Optimum?
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If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
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Job Summary
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, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.
The Ops Readiness Manager is responsible for leading and coordinating strategic, operational, and technical changes within the Customer Care Organization. They will develop, implement, and manage improvement changes while ensuring readiness/adoption from the frontline agents and supporting groups.
The Ops Readiness Manager will lead cross-functional teams (SMEs, WFM, Tooling, Training, QA, Care Ops, IVR Routing, Knowledge Management, Reporting and CX) to ensure the planned initiatives/deliverables enable a best-in-class Agent/Customer experience. The Readiness Manager must be passionate in building collaborative/proficient teams in delivering streamlined processes and technical enhancements.
The Readiness Manager will lead various projects from concept through implementation to meet organizational objectives and goals. They will be responsible for the detailed project planning for scope, deliverables and success criteria while ensuring the project is launched on-time and on-budget. The Readiness Manager will also ensure accuracy and quality of required deliverables.
The Readiness Manager interfaces with senior management and staff to ensure timely/effective communications and implementation.
Responsibilities
- Responsible for leading and coordinating strategic, operational, and technical improvements within Customer Care while ensuring readiness/adoption/empowerment from the frontline agents and supporting groups.
- Directly responsible for developing and managing project plans around scope, goals, and schedules as well as cost, risk, resources, communications, and changes.
- Lead various projects from concept through implementation to meet organizational objectives and goals.
- Delivers and executes plans for operational enhancements related to Workforce Capacity, Tooling, Training, Knowledge Management, Communications, QA, Call Routing, and Reporting.
- Establishes control procedures to optimize the customer experience.
- Coordinates stakeholders, assigns tasks, and manages team in delivering high quality results on-time and within scope.
- Effectively partners with operational stakeholders in developing, documenting, and communicating Knowledge Management to frontline personnel.
- Researches and makes recommendations on policies/processes/procedures to enhance operational efficiencies.
- Identifies and manages risk mitigations and issue resolutions.
- Delivers reporting requirements to drive success criteria KPIs. Coordinates pre/post-launch reviews.
- Effectively communicates changes to all stakeholders and operational leaders.
- Creates and delivers effective presentations to executive management.
Qualifications
- Bachelor’s degree in Business, Engineering, Computer Science, Operations Management, or related discipline; MBA a plus
- Minimum 3 years of project management responsibility, demonstrating leadership skills and managing business or technical teams through various life cycle phases
- Minimum 3 years of experience within Telecom, Contact Centers, Customer Experience, Operations Readiness or Change Management
- Demonstrated passion for Customer Experience and acts as an advocate for all stakeholders
- Extensive knowledge of project management methodologies
- Effective interpersonal, communication, collaboration and influencing skills
- Exceptional skills in developing and leading effective executive presentations
- Exceptional written and verbal communication skills
- Expert proficiency in Microsoft Office (PowerPoint, Excel, and Word)
- Ability to resolve complex issues in creative and effective ways
- Ability to interpret data analyses for operational insights
- Ability to drive team decisions and gain consensus
- BPO Operations experience a plus
- Knowledge of Contact Center Support Channels (e.g. Digital, SMS Messaging, Chatbots, IVR, and Surveys) a plus
- Project Management Professional (PMP) certification or equivalent plus
- Experience with Microsoft Project (or related tools) a plus
- Experience in process improvements or business process management a plus
- Experience with Visio (or related tools) a plus
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
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, so 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. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
Optimum 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.
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 [Enter State Manually] is $102,816.00 - $168,912.00 / 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.
Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Salary : $102,816 - $168,912
