Supervisor Retention Operations

Location:
Piscataway, NJ, US, 08854 Bronx, NY, US, 10473

Brand: Optimum

Requisition #: 6925

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

As the Retention Operations Supervisor, you will be responsible for working with assigned vendor partner(s) to meet KPI targets related to performance. Your main duties are to provide guidance and direction to vendor partners in order to achieve targets and execution of projects. You will be responsible for creating and executing action plans/glide paths for low performance and hold the partners accountable to those plans. Your pivotal role encompasses overseeing vendor performance execution, ensuring operational efficiency, and providing guidance to the team.

Responsibilities

• Supervise and oversee the day-to-day operations of the BPO team.
• Ensure adherence to established processes, policies, and procedures.
• Monitor and drive team performance and productivity metrics, such as call handling time, resolution rates, and customer satisfaction scores.
• Provide ongoing coaching, training, and feedback to team members to improve performance and skills.
• Engage in regular communication with partners to share operations changes, policy updates, and upcoming training
• Conduct regular performance evaluations and goal-setting sessions with team members.
• Manage scheduling and staffing to ensure adequate coverage and meet service level agreements (SLAs).
• Handle escalations from team members and resolve complex customer issues efficiently.
• Generate reports and analyze data to identify trends, areas for improvement, and opportunities for optimization.
• Act as a liaison between the BPO team and upper management, communicating updates, challenges, and recommendations.
• Demonstrated ability to effectively manage and lead a team, including coaching, mentoring, and performance management.
• Ability to motivate a large virtual workforce, leading by influence
• Ability to create and deliver effective presentations, have excellent verbal and written communication skills, and be able to interact with all levels of management

Qualifications

• Qualifications / Requirements/Experience
• Bachelor's degree in a related field preferred.
• 3+ years Call center management experience
• 3+ years Leadership of multiple cross-functional teams
• Experience successfully working across levels and functional areas in a dynamic, fast-paced environment (i.e., technical, creative, and executive team)
• A strong collaborator and influencer in cross functional and interdependent teams
• Strong computer skills including Microsoft Word, Outlook and with special consideration for advanced Excel and PowerPoint
• Ability to work in a fast-paced environment, under pressure of tight deadlines
• Preferred Experience- Bi-lingual preferred
• Working Conditions- Willingness to travel and work overtime when necessary.

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.

This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State 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 the posted location is $77,112.00 - $126,684.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.