Manager Self-Service - IVR

Altice USA
United States, Texas, Tyler
Feb 10, 2025
Optimum 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 areOptimum! Job Summary This is an exciting position within Optimum's - Customer Experience organization that is focused on the transformation and management of our Interactive Voice Response System (IVR). The ideal candidate brings a strong mix of tech savvy, consulting and operations experience. Working regularly with strong cross-functional stakeholders and partnering with IT teams on continuous improvements and forward-looking transformations. We value critical thinking, self-motivation, and the ability to deal with ambiguity. Bring a cool head, extensive technical background, be detail oriented, have excellent problem-solving abilities, and be an exemplary verbal and written communicator. Your technical expertise and operational excellence will influence our team's decisions and help us drive robust customer solutions. We are passionate about people who innovate, use data to make decisions, and can express themselves thoughtfully. We want someone who will be passionate about delivering a best-in-class digital care experience and making CX our best product. Responsibilities Develop and implement IVR transformation strategies across various functional areas (e.g., marketing, sales, operations, finance, IT). Oversee and manage specialized call routing designs and requests to ensure logic and business rules are aligned to staffing models and training plans for the first time right objectives. Independently and effectively handle Sr. Executive stakeholders, provide thought leadership and gain strategic partnership Manage multi-stakeholder requests and prioritize implementation plans with project management and technical team leaders. Provide current IVR experience overviews/Q&A as requested with a continuous improvement and consultative lens to help guide improvements. Analyze and improve smart transfer capabilities to ensure customer operation success metrics are met in support of our cost to serve goals. Collaborate with product, IT and CX strategy to implement a more efficient and interactive conversational AI driven experience. Manage complex projects, meet deadlines, and deliver results on time and within budget. Lead project teams and demonstrated significant business outcomes & KPI achievement Represent digital self-service team as channel subject matter expert and consultative advisor based on business acumen, best practices and benchmarks across various industries. Meet with multiple vendors to evaluate new technology opportunities to improve voice channel and cross-channel digital transformation planning. Qualifications 8+ year experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Optimization preferred Experience in automation and the application of AI, NLU/NLP in an operational capacity preferred - conversational IVR designs Must have proven ability to independently and effectively handle senior leader stakeholders, provide thought leadership and gain strategic partnership Led project teams and demonstrated significant business outcomes & KPI achievement Proven experience in business process improvement and CX Transformation Experience in developing and implementing IVR transformation strategies across various functional areas (e.g., marketing, sales, operations, finance, IT). Specialized call routing design management to ensure logic and business rules are aligned to staffing models and training plans for the first time right objectives. Ability to manage multi-stakeholder requests and prioritize implementation plans with project management and technical team leaders. Experience with smart transfers and monitoring customer operation success metrics needed. Strong understanding of operations management, change management principles, and project management methodologies. Broad experience with agile software development and associated platforms (e.g. Jira) Excellent analytical and problem-solving skills with the ability to identify root causes of issues and develop effective solutions. Strong communication, interpersonal, and negotiation skills, with the ability to influence and motivate stakeholders at all levels. Demonstrated ability to manage complex projects, meet deadlines, and deliver results on time and within budget. Strong sense of urgency and ability to prioritize 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. 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