Business Operations and Planning Manager

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Business Operations and Planning Manager

Job ID: 2021-30472
1820 SSW Loop 323, Tyler, TX


Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. 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.


Job Summary

The Business Operations and Planning Manager is responsible for ensuring the success of call center objectives being met in relation to staffing, long and short-term planning and call center metrics for the Sales organizations.

  • Lead a team of 6 or more Business Analysts providing on-site support to Sales and Retention Leadership teams
  • Track and understand call volume patterns and drivers, and developing/revising monthly, quarterly, annual, and long-term plan call volume forecasts, taking into account activities and initiatives which will impact call volumes
  • Coordinate monthly operational performance Outlook Reviews with each call center leadership team and provide performance feedback and operation recommendations related to variances against plan
  • Build and maintain effective collaboration with call center leadership and staff as well as other functional areas outside Sales and Retention
  • Provide Sales and Retention Leadership with analysis, feedback, information, recommendations, and direction on volume, productivity and headcount performance and requirements
  • Assist in the development of goals and scorecards for call center leadership teams including those related to efficiency, quality and performance
  • Ensure the delivery of world-class service levels through effective planning and coordination of all available resources within phone operations. Make course corrections monthly, quarterly, and/or annually as needed
  • Assist with reviewing the adequacy and accuracy of budget and forecast inputs such as volume, productivity, and staffing ratios.
  • Oversee and ensure full understanding of Sales Workforce practices and policies for the multiple channels and act as Subject matter expert for the Aspect WFO application and all Workforce Management reporting
  • All other duties assigned

Essential Functions
  • Ability to communicate with all levels of management and company personnel
  • Ability to handle multiple projects and tasks
  • Ability to prioritize and organize effectively
  • Ability to think and act strategically and proactively
  • Ability to read, analyze and prepare data.
  • Strong verbal, presentation and written communication skills.
  • Ability to use computer and software applications
  • Ability to sit/stand for extended periods of time


Qualifications / Requirements
  • Minimum of 2 years in a complex business planning environment
  • Minimum of 2 years in a call center planning role would be a plus
  • Experienced in developing complex business plans and operating models
  • Ability to lead cross-functional and project-related teams
  • Bachelor's degree in a related field preferred

Preferred Experience
  • Experience and knowledge of Aspect e-Workforce Management software
  • Workforce Management exposure is strongly preferred
  • Working knowledge of Aspect eWorkforce Management suite is a plus
  • Intermediate/Advance knowledge on MS Office and SQL preferred
  • Call center experience

Working Conditions
  • This position is based on site at our Tyler Call Center
  • Required to travel at least 25% of the year to our other Call Centers in the USA
  • Must be able to sit for extended periods of time

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.

Altice USA, Inc. 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.

Requirements of this position include demonstration of either full vaccination status against COVID-19 or company-provided weekly COVID-19 testing.