Job Location: Jericho, NY
We are Altice USA; a family of businesses that includes Optimum, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We’re building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.
As a Business Analyst in Shared Services, you must be passionate about delivering excellent service to both our internal and external clients. You will play a key role in keeping our image and resolving customer issues with efficiency accuracy and with SLAs. Working side-by-side with Filed, Retention, Collections and many other departments, you will have to resolve the issue permanently and ensure a response to represent the company is submitted. both sales and operations, you will enhance our reputation as a powerful resource for local advertisers, while you also need to recommend process improvements and organizational enhancements to better manage the workflows within your team.
Responsibilities
- Oversee & train a team of resolution specialist and BPO partners to handle various cases
- Act as a knowledge resource to assist resolution specialist with researching & troubleshooting issues and to help with facilitating communication with other departments.
- Work cross-functionally with field and other departments to help analyze & troubleshoot and resolved customer issues
- Work with leadership to identify and improve process efficiencies and workflow automations.
- Work with the Managers & Supervisors of the other teams to build communication and collaboration amongst teams, working towards common goals.
- Be familiar with CECR work & Shared Services OPs and help coach your team and provide educational support for resolution providing them with guidance on how to escalate to other departments efficiently.
- Manage SLA % with various sources of complaints, ensuring delivery of resolution on timely manner.
- Run performance plans to gauge the team productivity and address them timely.
- Provide a weekly report to executives showing the department productivity.
- Assign work to specialist and follow up on completion.
Qualifications/Requirements
- Bachelor’s degree or relevant experience required
- Call Center or related experience 3-5 years
- Knowledge of call analytics and data mining a plus
- Strong communication skills
- Proficient in Microsoft Office, with heavy emphasis on reporting and creating executive presentations –
- Expert level experience in Excel experience preferred
- Ability to create dashboards in Tableau or BI a plus
- Have a strong analytical approach to work assignments
- Ability to work within aggressive timelines
- Project Management skills or certification a plus
- Commitment to professional and professional growth
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.
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Applicants for employment with Altice 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.
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