Supervisor Partner Management

Job Summary

The Partner Management Supervisor is responsible for overseeing the contact center campaigns, strategies, procedures, and processes for BPO vendors providing Optimum services.

This role will ensure that quality, compliance, and cost- effectiveness of work delivered via third party vendors meets Altice USA's performance and quality expectations.

Responsibilities

• Assists the BPO Sr. Director/ Director / Manager with oversight of the BPOs assigned.
• Manage performance and improvement via call monitoring and communicating with the operations leadership and QA supervisors of the BPO.
• Travel to BPO Site as directed during the new site implementation/ ramp up.
• Monitor and coach BPO QA/Managers/Sups with the goal of improving customer experience.
• Ensure reps are making quality attempts on every call.
• Responsible for the new agent onboarding process
• Manages the creation, accuracy, and distribution of daily reporting.
• Builds collaborative partnerships with assigned vendors and jointly develops strategies to continuously improve deliverable quality and drive cost effectiveness.
• Daily manages the relationship and performance of multiple vendors/campaigns simultaneously.
• Provides guidance and direction to vendors to achieve budgeted targets and continued customer revenue growth.
• Implements strategies that generate incremental sales and revenue.
• Responsible for continuously evaluating all care programs and making recommendations to improve efficiency and maximize performance.
• Proven ability to motivate a large virtual force required. Must be able to make effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of BPO & Altice management.
• Works closely with senior leadership in the development of call plans, performance expectations and KPI management.
• All other duties assigned & willing to work in assigned schedule hours including weekends.

Qualifications

• Bachelor’s degree. Applicable years of work experience may be considered
• Proven people management skills
• Minimum of two years lead or supervisor level experience in a contact center environment
• Minimum of three years in cable/telecommunications industry
• Strategic thinking and problem-solving abilities to identify opportunities, mitigate challenges, and drive effective performance through our partners
• Analytical mindset with the ability to track and interpret performance data to make informed decisions
• Strong Microsoft Word, Excel, and PowerPoint skills
• Excellent project management skills with demonstrated attention to detail
• Ability to quickly and consistently establish rapport to collaborate effectively with stakeholders, team members, and service providers
• Flexible to travel (nationally and internationally) as required