Overview: We are Altice USA; a family of businesses that includes Optimum, Suddenlink, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12.
Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters.
We’re building a workforce that thrives on collaboration, inclusion, and innovation.
We hope connecting you to a potential role is just the beginning.
Responsibilities: The Business Process Analyst’s primary objective is the monitoring, documentation, and communication of Field Operations performance effectiveness/efficiency KPI trends, coordination with leaders to collect and synthesize driver and insights information, and the identification of business performance improvement opportunities.
Responsibilities:Isolate people, process, and technology business opportunities and the coordination with business groups to collect resolution recommendations guidance.Leverage insight information to identify performance issues and hold business owners accountable for action plans and the tracking of the impact of these action plansManage Executive Steering Committee discussions and presentations, and the action response plans of the Operations TeamsHe/she will interface with functional VPs, directors, and managers to ensure performance targets are met and improved across Customer Experience and Business Performance KPIs and project goals.
These goals span business effectiveness, efficiency, interaction reduction, and customer experience themes.He/she will be responsible for designing and managing end to end performance assessments and the design of measure and control phases across several AUSA product lines and Field Operations processes.
These responsibilities will include basic six sigma methodology conducted in an internal consultant fashion to analyze, manage the collection of improvement recommendations, and monitor/control the performance of specific processes through partnerships with cross-functional departments.Projects require a high degree of analytical skills to break down problems in a structured fashion to identify pain points and process gaps via end to end process and performance data and verbatim comment/feedback analysis.
Process gaps will be briefed to Network Engineering, Field Operations, and Contact Center department management owners.
Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.Successfully engage in multiple initiatives simultaneously.Work independently with users to define concepts and as part of team to manage projects and accomplish team strategic goals.Drive and challenge business units on their assumptions of how they will successfully execute their plans.
Qualifications: Bachelor’s degree in related fieldSix Sigma training/experience is a plusQuality Management / performance monitoring experienceProcess design and documentation experience a plusStrong professional verbal and written communication skillsAbility to multi-task, prioritize and organize effectivelyCreate data visualizations in software, such as Tableau, to illustrate drivers, trends and anomalies in key operational metrics for all levels of the organization.2 or more years’ experience in quantitative analyses.SQL skills a plusAltice 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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