Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands. From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country — to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between.
The Sr. Readiness Specialist is responsible for coordinating department preparation and communication of changes impacting customer service. The scope of changes includes product launches, process & business rules re-engineering, pricing/offer revisions, and any other material impacts that are customer-facing or impact the responsibilities of frontline personnel. The ideal candidate will organize readiness requirements and guide the deployment of knowledge ensuring accuracy and timeliness to support agent performance. Additionally, the Sr. Readiness Specialist must serve as a liaison with the training organization to ensure prioritization and delivery of key required training. The Sr. Readiness Specialist organizes reporting identifying successful completion for content delivery by monitoring results.
- Demonstrate proficiency and a full understanding of all the Company’s products and services.
- Participate in the definition and design of operational processes and policies for new product launches, workflow changes, new systems and tools deployments.
- Harmonizes a partnership with trainers on needed training programs for all new product launches and process enhancements/redesigns.
- Ensures all communication, knowledge management content, and training curriculum support the intent of the initiative for successful implementation.
- Identify opportunities to update agent onboarding curriculum in accordance with ongoing operational changes.
- Assure the timeliness and accuracy of all knowledge available to Call Center staff.
- Maintain Service Level Agreements for Launch Readiness procedures, dependent work tasks, and Go/ No Go decision criteria.
- Make recommendations regarding the use of technology to support agent readiness.
- Collaborate effectively with partner departments such as Product, Sales, Field Operations, and Information Technology.
- HS diploma ,degree or experience in education and/or certification related to Quality of Service delivery (or equivalent work experience)
- Strong leadership skills necessary to act as a catalyst to effect change across cross-functional areas.
- Excellent analytical and research skills.
- Superior verbal, written, and listening communications skills.
- Ability to plan for and engage in Change Management activities.
- Ability to work well under pressure while performing multiple tasks in a fast-paced environment.
- Experience of working collaboratively with training staff to assure knowledge resources and training products produce a seamless experience for staff
- Expertise in researching, developing and publishing multimedia functional and technical communications.
- Training content development experience
- Trained in the use of Knowledge Management tools
- Understanding of Process Management software (MS Project, Visio, etc.)
- Familiarity with MS suite (Excel, Word, Access, and PowerPoint) programs and systems
- Ability to articulate and document business requirements and design concepts
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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