Manager Agent Tools

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 on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. 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. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The Altice Customer Experience team is seeking a Manager for our Agent Tools team. This entails digital tools, applications, and experiences within our call centers across the world that sell and service our Optimum line of products.
Being Product and Service Design minded are table stakes, but you'll also need a mastery of soft skills that help you lead multiple work tracks, and successfully build relationships with stakeholders while shipping features & products.
You live and breathe great experience solutions. As a Manager with the Agent Tools team, you're responsible for maintaining and enhancing our end-to-end agent experience, utilizing user-centered expertise to work closely with internal and external lines of business:

• You'll work with our team to establish overall day-to-day continuity and consistency across the agent journey with an emphasis on interactive service design, functional/technical specifications , documentation, and innovative user experience.
• A passionate problem-solver, you'll also analyze data to enhance usability, optimize the user experience, and continually improve the performance of both established and new tools and experiences.
• In addition to exuding leadership behavior, you'll be expected to work alongside teams and your Senior Director to ensure that operational plans are results-oriented and aligned with business goals.
• You will contribute to functional strategy development and may lead and mentor one or more groups of professional employees.
• Your passion for great user experience is contagious.

Responsibilities

• Ability to define and implement customer centric solutions, institute rigor and consistency around implementation, as well as drive success-based metrics for assigned project initiatives.
• Have skills necessary to present and discuss technical, functional and management information concisely that explains complex topics, is persuasive and promotes consensus.
• Working knowledge of formal project management methodologies and their implementation.
• Understands business initiatives, to deliver solutions and provide recommendations regarding in support of business objectives.
• Has the ability to innovate and evaluate at a senior level, thinking strategically across multiple platforms.
• Takes proactive initiative on all projects with a strong sense of ownership; emulates curiosity and innovation, instills trust in others.
• Prepares functional and technical requirements for new systems and updates to existing systems.
• Ability to develop functional and operational test plans.
• Perform testing and coordinate UAT testing cycles with operations.
• Demonstrates ability to thoroughly research subjects to support project work.
• Defines business process and translates high level business requirements into detailed functional and technical design documents.
• Work with vendor development teams to ensure results conform to defined requirements.
• Participates on cross-functional teams to develop use case scenarios that support product requirements.

Qualifications

• Bachelor's degree required
• Six Sigma Green Belt preferred / Black Belt nice to have
• Prior experience in customer experience (CX) roles with exposure to Troubleshooting flows design and delivery a strong plus.
• Understands the design process in modern software organizations (problem statements, design hypotheses, sketching, wireframes, click-throughs, high fidelity mocks, prototypes of all levels of fidelity)
• Adobe, Figma, Miro experience preferred.
• Previous telecom experience is strongly preferred.
• Knowledge of agent tools and Industry benchmarks for any guided workflows is strongly preferred.
• Attention to details with strong design and documentation skills in Visio (or other) is strongly preferred.
• Working knowledge of BPM, PM, & Agile methodologies preferred.
• Background in QA, best practices for testing and validating process.
• Project experience analyzing data to make business recommendations.
• Experience with executive presentations (Powerpoint or Keynote)
• Has existing knowledge and/or hands on experience with Altice products and systems.

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 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.
The Company 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.
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.
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 the posted location is $102,816.00 - $168,912.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty