**Executive Customer Relations Supervisor**

**Job ID:** 2022-31457

**Location:** 200 Jericho Quadrangle, Jericho, NY

**Overview**

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.

**Responsibilities**

The Executive Customer Relations Supervisor is the point of leadership to the Corporate Executive Customer Relations Team. This role is a highly visible, challenging opportunity that requires a high amount of commitment, business acumen, and leadership.

The ECR Team serves as the face of Altice USA, ensuring a world-class customer service experience. The ECR Team is responsible for resolving the most highly escalated customer-initiated issues that are received by internal, partner employees, agencies, and executives. The ECR Supervisor is responsible for leading the team to meet or exceed the established Service Level Agreements (SLAs) of all complaints, ensure the quality of work, facilitate regular meetings with all levels of management, regulatory agencies, mentors' direct reports, analyzes trends, develops and communicates action plans regarding improvements related to performance metrics and the customer experience.

**Responsibilities:**

* Provide leadership to the ECR Team, with accountability for ensuring performance.

* Ensuring compliance of all required documentation in the ECR data system / applications.

* Create and deliver high quality reporting and analysis on team performance and complaints information

* Build strong working relationships internally, interdepartmentally, and with BPO vendors in order to discover root causes of complaints and escalations achieving satisfactory dispute resolutions.

* Driving activity focused upon continuous improvement across the department and the Company by reviewing and recommending improvements on all customer facing and operational processes.

* Mentors direct reports. Analyzes trends and develops and communicates action plans regarding improvements related to performance metrics and the customer experience.

* Leads regular meetings with direct reports / Management to improve performance and provide training on new initiatives.

* Collaboration and communication across multiple departments, within Altice and external partners including but not limited to Product, Sales, Learning and Development, Quality, Readiness and other supporting units to ensure uniformity and effective direction of operational initiatives and a consistent customer experience.

* Will assist in development of procedures and processes to ensure agent understanding and execution.

* Must maintain high levels of communications with all levels of Management and supporting departments.

* Provide strategic analysis and critical thinking to find opportunities to improve the customer experience and protect the business.

* Ability to lead high level meetings with regulatory agencies, direct reports, senior management, and arbitrators.

* Identifies impact of process and product changes across multiple product lines/ business units and makes modifications to solutions in order to provide current information to direct reports.

* Drives an empowered and engaged high performance culture focused on continuous improvement and service delivery.

**Qualifications**

* Bachelors Degree or equivalent work experience.

* Minimum of 3 years of supervisory experience in a fast-paced contact center environment.

* Previous corporate escalations or higher tier experience desired.

* Ability to communicate effectively with all levels of management and company personnel.

* Exceptional problem-solving and critical thinking skills.

* Highly effective organizational skills.

* Demonstrated negotiation and conflict management skills.

* Ability to engage directly with customers to resolve high level escalations that require ECR Management involvement.

* Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.

* Ability to set daily priorities for yourself and direct reports to ensure daily goals are met.

* Works well under pressure to meet ongoing and overlapping deadlines with short time constraints

* Transformative communication and relationship building skills

* Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment

* Proficient in the use of Microsoft Word, Excel, and Power Point

* Project Management Experience preferred.

* Six Sigma training Preferred.

* Schedules may include a weekend day.

Altice USA is 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.

Altice USA, Inc. 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.

Requirements of this position include demonstration of either full vaccination status against COVID-19 or company-provided weekly COVID-19 testing.