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Supv Retention Ops Readiness

Location: 

Bethpage, NY, US, 11714

Brand:  Optimum
Requisition #:  8395

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 Operational Readiness Supervisor, you will be responsible for working with the Retention Directors, Managers and cross-functional teams to create and execute readiness / action plans for offers, product releases, process changes and cross-functional projects.

Responsibilities

  • Monitor all Retention Operational Readiness activities to ensure they are executed on time and with quality. Ensure adherence to established processes, policies, and procedures.
  • Attend GTM Meetings: Engage in weekly Go-To-Market (GTM) meetings, collaborating with Retention Directors and Managers to keep Retention strategies and initiatives current.
  • Define Readiness Plans: Develop and execute readiness / action plans, as needed, to ensure smooth implementation and agent adoption.
  • Collaborate with stakeholders to understand requirements and assist in defining the Retention strategy.
  • Document readiness / action plans including milestone dates for all deliverables, expected impacts across applications, process changes, communication, training.
  • Identify risks, dependencies and escalate as needed.
  • Review and finalize plans with retention leaders.
  • Execute readiness / actions plans.
  • Training Material Updates: Work with the training team to identify training needs for all action plans, create training charters, ensure all training materials are created based on requirements, and provide necessary support to the training team to develop the required content.
  • Engage in regular communication with leaders to review all action plans, provide updates on operational changes, policy updates, and upcoming training.

 

Qualifications

  • 5+ years' experience with Call Center Operations, front-line agent tools and agent readiness
  • Ability to work in a fast-paced environment, under pressure of tight deadlines
  • 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 PowerPoint
  • Highly developed interpersonal, written and oral communications
  • Consistent record of accomplishing short term business objectives
  • Ability to work independently and with others at all levels within the organization
  • Ability to organize and prioritize effectively
  • Demonstrated facilitation skills and ability to manage meetings with project team members
  • Skilled in presenting ideas and concepts
  • Ability to synthesize project information and establish the appropriate scope of a project.
  • Ability to consider impacts of change systematically and communicate/negotiate those changes.
  • Ability to create and deliver effective presentations, have excellent verbal and written communication skills, and be able to interact with all levels of management

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. 

 

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.


Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty

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