Call Center Vendor Manager Bridgevine
THIS JOB HAS EXPIRED Description
Bridgevine seeks a Call Center Vendor Manager to support all contact center operations, including inbound sales calls, chat and customer service calls. In this role, the employee will be responsible for driving site performance and quality. This will be accomplished by reviewing attainment of KPIs (Key Performance Indicators), conducting quality call calibrations, dissemination of training materials and making periodic site visits. The position will also have limited exposure to providers and partners that Bridgevine conducts business with. This position will be located in Alpharetta, GA.
The job responsibilities include but are not limited to the following:
? Review contact center vendor performance on a daily basis.
? Work with vendors to continually achieve, and exceed Key Performance Indicators (KPIs).
? Make regular vendor site visits to work with staff.
? Ensure that all customer contact meets quality standards.
? Develop and maintain training materials.
? Maintain knowledge base to ensure information is current and accurate.
? Act as the key liaison between vendor and the providers we support.
? Prepare reports and analysis showing actual performance versus KPIs.
? Manage Bridgevine supported performance incentives to the vendors and vendor staff.
? Bachelor?s degree or equivalent experience in contact center related field.
? 1-3 years of experience in call center vendor management in remote location(s).
? Must be able to travel internationally for periodic visits to sale center locations.
? In depth understanding of key contact center KPIs: service levels, handle rates, sales per hour, conversion rates, product penetration, etc.
? Strong background of driving key call behaviors for inbound sales centers.
? Ability to analyze operations and institutions from a financial, operational, and industry perspective.
? Ability to operate cooperatively in a team oriented structure.
? Excellent interpersonal, verbal and written communication skills.
? Exhibits a strong work ethic and accountability to deadlines.
? Advanced computer skills (primarily Microsoft Excel, PowerPoint and Word).
? Bilingual (English/Spanish) is a plus.
ABOUT BRIDGEVINE, INC.
Bridgevine, Inc. is a leading advertising technology company that aids marquee brands with two solution sets: a) new customer acquisition and b) up-sell/cross-sell optimization. The first solution is focused on digital customer acquisition through a closed-loop platform that optimizes SEO, SEM, Mobile, Social, and Display marketing. The second solution enables brands to better monetize their customers through its up-sell and cross-sell web services solution. Through these solutions, the company has delivered more than $2.5 billion in revenue to enterprise customers such as Comcast, AT&T, Time Warner Cable, CenturyLink, Constellation Energy, and DIRECTV. The company is experiencing significant growth in revenue, and is also both EBITDA and cash-flow positive. The company is quickly expanding its solution offering and customer base and has been a member of the Inc. 500/5000 for the past six consecutive years. Bridgevine is backed by major investors such as Safeguard Scientifics and Constellation Ventures/JP Morgan.
||Atlanta, GA |
THIS JOB HAS EXPIRED