What you’ll be doing...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

As a SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

The Vendor Manager will be mainly responsible forthe relationship with the Verizon Connect strategic contact center partners. Provide technical and management support to the outsourced Vendor personnel for Telematics services and products, and interact with Verizon Connect IT and Marketing organizations as well as client partners in the diagnosis, resolution and/or escalation of issues concerning the operation and support of the Verizon Connect services and products. The Vendor Manager would also partner with the Product team, Training and PMO and a US counterpart to define, prioritize and drive our organizations priorities based on Customer experience and revenue. Candidate must possess outstanding customer care and interpersonal skills. Additionally, this individual must possess excellent process analysis skills and superior project management talent to coordinate roll-out efforts as products and services are changed and enhanced. Prior experience in vendor rollout/launch operations isa plus for this position.

Responsibilities:

  • Provide input on new RFP, SOW and MSAs and manage existing agreements
  • Act as the primary point of contact for Customer Service Program Management, Training and Product for the launch of new vendor partners and products.
  • Work with contact centers to provide monthly contact forecasts and manage the contact center budget expenditures. Ability to propose, review, and implement Business management improvement initiatives.
  • Assess all functional execution, identify all gaps in performance, practice and policy; direct action planning, implementation and execution to improve operating results. Identify leadership opportunities and conduct leader huddles to improve coaching skills or knowledge.
  • Use process models to establish call handling flows and for the various vendors and agent skills. Review and analyze current center results to identify trends from a center level and provide recommendations for improvement.
  • Support inbound/outbound Customer Care functions, technical, billing, and informational requests. Monitor, report and drive day to day performance of contractual KPI’s. Aggressively partner to influence and drive customer experience key performance indicators.
  • Perform site audits, front line employee round tables, side by side and training observation and coordinate Quarterly Business Reviews.
  • Conduct daily operational meetings to assess results and performance, training readiness and completion, daily shrink plan and go-to-market implementation, monthly call attainment and direct real-time changes.
  • Assess supervisor and representative performance. Identify all gaps in performance, practice and policy; direct action planning, implementation and execution to improve results.
  • Work with Vendor Management, Product Management, IT and Launch Management to ensure that all new products/services and contact center tool changes are thoroughly tested prior to release.

What we’re looking for...

You'll need to have:

  • Bachelor's Degree
  • 8+ years Contact Center Management/Leadership experience in the Philippines
  • Knowledge of business process development and improvement
  • Excellent open and proactive written and oral communication skills
  • Exhibit a strong sense of urgency
  • Ability to work in team-oriented environment.
  • Ability to work in matrix managed environment
  • Proven analytical skills of data, process, and call trends.
  • Strong customer service orientation.

Even better if you have:

  • Experience in support of automotive products a plus
  • Business process analysis and call flow analysis experience is critical
  • Proven track record of driving customer experience
  • Understanding of the impact that cultural differences and phraseology have on support style when supporting customers in the U.S.
  • Capable of defining and adjusting requirements for training and knowledge base information to support agent functions
  • Proven track record of completing complicated tasks with little to no supervision or direction
  • Ability to interact with end use consumers and other call center management team members to quickly resolve escalated customer issues
  • Ability to influence and lead others (i.e. Project Manager and project teams)
  • Proficient with Microsoft applications to include Project, Excel, Word and VISIO (i.e. Process documentation tool)

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.