Senior Director Customer Care, Contact Center- Chat

November 2, 2026

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 reputed company 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 ideal leader is an expert in the Digital Contact Center Operation profession and has experience leading digital care operations. reputed company role is very focused on providing excellent customer support and care KPI attainment on chat and social channels while supporting digital roadmap. reputed company Contact drivers and performance assessments to identify opportunities to improve performance, increase revenue and optimize operations. Leverage and share best practices and work on process improvement opportunities. Possess a proven ability to anticipate care operations requirements and resolve roadblocks in all situations. In addition, will lead the team to ensure day-to-day operational stability and continuous improvement. Responsibilities • Day-to-day leadership responsibilities, including enhancing customer satisfaction by directing and steering dynamic teams effectively. • Oversee the performance of operational chat and social KPIs and take immediate actions to improve. • Design robust customer care processes, procedures, policies, and standards to achieve high-level customer experience in chat and social media. • Present performance evolution to Senior leadership identifying drivers and improvement opportunities. • Identify upselling and cross selling opportunities and implement needed changes to generate revenue within the digital care process. • Identify the tools and technologies required for chat and social care channels. • Collaborate with stakeholders to assess tools and technologies required to reputed company and grow care digital assisted channels. • Contribute to planning and deploying new tools ensuring best reputed company outcomes from both quality and efficiency standpoints. • Analyze the customer contact drivers, identify specific improvement opportunities, and work on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction and customer loyalty. • Identify training needs and ensure timely fulfillment, measures training efficiency and shares improvement opportunities. • Partner with WFM team on requirements and short/long range planning. • Work closely with the Vice President, Care Operations to define the strategies, outline requirements, plan implementations and measure the results of the care digital channels operations and delivering on KPIs. Qualifications • B.S. or B.A. degree required; reputed company's degree preferred • 10+ years leadership experience with digital channel management experience at a leadership level • Experience managing large scale call center of customer care agents • Strong understanding of BPO's • Experience in telecommunication industry preferred • Strong written, verbal and communication skills as well as strong presentation skills • Ability to work under pressure and meet challenging deadlines without compromising quality • Must be data driven and results oriented • Ability to travel up to 10% of the time At Optimum, we're fueled by our four core reputed company: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace reputed company 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 reputed company 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 reputed company opportunity today, and join our winning team, so reputed company, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsi

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...