VENDOR SERVICE DELIVERY MANAGER NetSpend
THIS JOB HAS EXPIRED DESCRIPTION
The Vendor Service Delivery Manager will support Customer Service in ensuring that NetSpend's outsourced contact centers are effectively managing all facets of the operation and positioned to deliver on all contracted performance and revenue metrics. This position requires the ability to work flexible hours including on-call, weekends, and holidays, and is located in Austin, Texas.
Manage outsourced contact centers to attainment of revenue and profitability targets and to deliver customer care in accordance with contracted metrics (Service Levels, Customer Satisfaction, Direct Deposit & Feature Enrollments, AHT, etc.).
Monitor Daily Operational Results and drive real-time adjustments as needed.
Provide leadership in supplier relationship(s), resolve & escalate problems, as well as provide vendor performance feedback as necessary.
Analyze and track vendor's processes to identify weak links that impact operations, revenue, customer satisfaction, and suggest improvements.
Manage and drive the development of workflows, scripts and procedures; identify and pursue needs for process improvements, quality auditing measures, and system enhancements.
Hold Weekly Meetings with Center Director/Program Manager and review center action plans.
Ensure quality training programs through continuous monitoring and evaluation.
Participate in monthly business reviews with Customer Service Leadership to explain trends and budget comparisons by providing valid explanations.
Effectively gather business requirements, develop project plans, and manage projects through to completion on time and within budget.
Work with cross-functional teams and business owners to document and gain final approval for changes to business/operational processes.
Project management of call center launches and other key business initiatives.
At least 5 years of call center management-level experience, with a minimum of 3 years managing multiple support functions (inbound care, sales, back office, etc..).
Ability to travel up to 35% of the time.
BA/BS degree or equivalent work experience required.
Demonstrated ability to lead a launch and execution/project team.
Experience in cost management, strategic planning, project management, and operations reporting.
Familiar with core call center operational areas (in both domestic US and international call center environments) such as Human Resources, Training, Workforce Management, Operations, and IT/Telecom.
Able to quickly assess call center performance issues to identify drivers and formulate action plans.
Possess excellent organization and multitasking skills, as well as being very detail oriented.
Proficiency in MS Office, MS Project and MS Visio.
Demonstrated excellence in interpersonal skills, especially in situations involving consensus and team building with strong problem solving skills related to program and account management.
Prior experience in a Client Services (outsourcing) or Vendor Management role supporting call centers worldwide preferred.
In-depth knowledge of current call center tools and technology a plus.
Understanding and experience in training and quality assurance desired.
Experience in the Financial or Banking industry preferred.
As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws.
||P.O. Box 2136 |
Austin, TX 78768
THIS JOB HAS EXPIRED