Job Information
Altice USA Business Analyst Agent Tools in Bethpage, New York
Optimum
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 areOptimum!
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.
- 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.
- 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 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 the posted location is $64,260.00-$105,570.00/year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace
Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly
