Altice USA
Retention Insight Specialist
Altice USA, Long Island City, New York, United States, 11101
OptimumAre 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
The Retention Performance & Insights Specialist is responsible for assessing the call quality and performance of our Retention Agents who deal with existing customers for B2C and B2B. The Insight Specialist will monitor inbound and outbound call flows to assess agent's demeanor, product knowledge, save attempts, integrity and positioning of products to ensure the most successful Retention strategies are utilized. The Insight Specialist will also assist in creating and developing quality driven initiatives as well as making recommendations for improving training and save rates. The successful Insight Specialist is highly organized, able to multitask, and capable of reviewing large volumes of calls to draw conclusions based on findings.Responsibilities
Monitor calls for quality and provide feedbackMonitor to gain insight on customer reaction to promotions, products and servicesMonitor for call types and call routing validationIdentify missed opportunities for training purposesIdentify process breaks during agent call flowsMonitor to ensure the call integrity of the sales processAssess agent performance behaviors and make recommendations to Performance and Insights leadership.Create KPI's for executive reviewConduct weekly feedback sessions with department LeadershipQualifications
Bachelor's degree or relevant experience requiredCall Center or related experience 3-5 yearsKnowledge of call analytics and data mining a plusStrong communication skillsProficient in Microsoft Office, with heavy emphasis on reporting and creating executive presentationsHave a strong analytical approach to work assignmentsAt 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 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.The Company 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 FAQfor further details.This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New Yorkis $64,260.00- $105,570.00/ year. The starting pay rate/range at time of hire for this position in Plano, Texasis $85,680- $140,760 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
The Retention Performance & Insights Specialist is responsible for assessing the call quality and performance of our Retention Agents who deal with existing customers for B2C and B2B. The Insight Specialist will monitor inbound and outbound call flows to assess agent's demeanor, product knowledge, save attempts, integrity and positioning of products to ensure the most successful Retention strategies are utilized. The Insight Specialist will also assist in creating and developing quality driven initiatives as well as making recommendations for improving training and save rates. The successful Insight Specialist is highly organized, able to multitask, and capable of reviewing large volumes of calls to draw conclusions based on findings.Responsibilities
Monitor calls for quality and provide feedbackMonitor to gain insight on customer reaction to promotions, products and servicesMonitor for call types and call routing validationIdentify missed opportunities for training purposesIdentify process breaks during agent call flowsMonitor to ensure the call integrity of the sales processAssess agent performance behaviors and make recommendations to Performance and Insights leadership.Create KPI's for executive reviewConduct weekly feedback sessions with department LeadershipQualifications
Bachelor's degree or relevant experience requiredCall Center or related experience 3-5 yearsKnowledge of call analytics and data mining a plusStrong communication skillsProficient in Microsoft Office, with heavy emphasis on reporting and creating executive presentationsHave a strong analytical approach to work assignmentsAt 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 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.The Company 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 FAQfor further details.This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New Yorkis $64,260.00- $105,570.00/ year. The starting pay rate/range at time of hire for this position in Plano, Texasis $85,680- $140,760 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.