Are 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 Agent Tools role, under the guidance of the Manager, Process Engineer of is responsible for leading and executing assigned initiatives impacting Customer Care Agent Tools and Business Processes. This is a junior role within the Process and Tools team in the Consumer Experience Department within Altice USA. Primarily focusing on Agent Guided Troubleshooting designing, documenting the flows, verifying the flow version in production, unit testing each path of a given flow and then improving the interactions between agents' tools and our agents supporting them from the customers' perspective -across the entire company. The Engineer will also provide support to any new product launches and work with Process team on how best to Integrate support into existing tools. The Engineer is also responsible for assistance in change management and version control of any production release to the agent tools, cross collaborating with Care Center, Agent Readiness and Knowledge Management team. The Process Engineer also needs to test and verify any guided agent troubleshooting flow works as intended in production and maintains the continuous improvements defect list. This role will improve agent experience(ax) and customer experience (cx) along with key line metrics to their respective line of business support.
Responsibilities
• Point of contact with vendors for documenting E2E testing of any existing guided troubleshooting or new flows introduced by Process team.
• Define and implement Business Processes with various business groups to support new initiatives or modify as per business needs.
• The Process Engineer should be well versed with Business Process Management (BPM), Unit Testing, User Acceptance Testing (UAT), Supporting Production Releases, Rollback testing, E2E validation of process design. Knowledge of Six Sigma sub-methodologies: DMAIC (define, measure, analyze, improve, control) and DMADV (define, measure, analyze, design, verify) to evaluate the quality of relevant operational procedures.
• Process Engineer will communicate both strategically and tactically to technical experts, 3rd party vendors and top-level executive leaders.
• Work closely with all levels to define and implement customer centric solutions, institute rigor and consistency around implementation, as well as drive success-based metrics for assigned project initiatives.
Qualifications
• 1-3 years of experience required.
• Bachelor's degree required. Masters/MBA preferred.
• Six Sigma Green Belt required. Or complete within 9months of joining the role.
• Prior experience in customer experience (CX) roles with exposure to Troubleshooting flows design and delivery a strong plus.
• Background in QA, best practices for testing and validating process is strongly preferred
• Knowledge of agent tools and Industry benchmarks for any guided workflows is strongly preferred
• Attention to details with strong design and documentation skills in Visio (or other) is strongly preferred
• An ability to present and discuss technical, functional and management information in a clear and concise way that explains complex topics is persuasive and promotes consensus.
• Working knowledge of BPM, PM, Agile & Waterfall methodologies preferred.
• Project experience analyzing data to make business recommendations
• Project experience interviewing users to make business and technology recommendations
At 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 defin
Location: Long Island City, New York
Posted: Aug. 16, 2024, 2:09 p.m.
Apply Now Company Website