AlticeUSA/CSC Holdings

  • Customer Care Quality Supv

    Posted Date 4 months ago(4 months ago)
    Requisition ID
    2018-19041
    Area of Interest
    Customer Service
    Business Unit
    Business to Consumer
    Position Type
    Full-Time
    Job Location : Location
    US-TX-Tyler
  • Overview

    Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands.

    From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between.

    Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers and our people.

     

     

    Responsibilities

    The Quality Supervisor is responsible for ensuring the best customer experience is attained through the monitoring, analyzing and coaching of Contact Center Representatives. Quality assessments, data analysis and report generation are included in the responsibilities. This data will be used to improve training programs, identify opportunities, and leverage best practices to enhance the customer experience. This will be accomplished through the use of our internal observation tracking system and other applications designed to enhance performance via coaching prospects. Administrative functions include the use and administration of our monitoring system, maintaining accurate records of quality assessments and identifying trends for management decision making.

     

    The Quality Supervisor will also be responsible for taking a customer advocacy position while providing valuable, accurate and helpful feedback about representative behavior. This feedback will be critical to the success of the quality program and will be used as an indicator for improvement and growth. The Quality Supervisor will perform all work in a professional manner that enhances the credibility for the team.

    Qualifications

    • Minimum 2+ years in a contact center environment
    • 2+ years quality assurance experience (preferred)

     

     

     Analytical:

    • Can break down complex problems into fundamental parts
    • Identify root cause and apply appropriate interventions to avoid future occurrence
    • Approaches problems in new and different ways that lead to innovative solutions

    Communication

    • Persuasively explains reasoning behind opinions, suggestions and recommendations.

    Contact Center Fit

    • Stays calm and maintains focus in diverse situations.
    • Makes rational decisions and continues to perform effectively
    • Contributes to improving the overall timely execution of tasks by identifying efficiencies, work arounds and alternate streamlined solutions
    • Develops effective working relationships at all levels and across departments
    • Actively support positive team environment. Contributes to resolution of problem transactions
    • Copes well with the ongoing demands of change; sees and shows others the benefits of change (role model).

      

    We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug‐free and smoke‐free workplace.

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