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Mgr Readiness
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Full-time
- Altice USA is a cutting-edge communications, media, and tech company.
- 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.
- The Ops Readiness Manager will lead cross-functional teams (SMEs, WFM, Tooling, Training, QA, Care Ops, IVR Routing, Knowledge Management, Reporting and CX) to ensure the planned initiatives/deliverables enable a best-in-class Agent/Customer experience.
- Responsible for leading and coordinating strategic, operational, and technical improvements within Customer Care while ensuring readiness/adoption/empowerment from the frontline agents and supporting groups.
- Delivers and executes plans for operational enhancements related to Workforce Capacity, Tooling, Training, Knowledge Management, Communications, QA, Call Routing, and Reporting.
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