Global Customer Support, Vendor Manager
We seek a smart, ambitious, and hardworking Vendor Manager to join the Global Customer Support team. In this role, will be responsible for the overall management and effectiveness of vendor partner contact and call centers. This includes: Assuring the attainment of financial and operational targets, and delivery of contractual obligations; drive and manage the alignment of the outsourcing strategies, and partner with Customer Support leadership to drive improvement in processes and tools.
- Analyzes outsource call/contact center performance (sales, cost, quality, productivity) and identifies trends, issues, concerns, and successes.
- Partners with outsourcers teams (reporting, quality, tech ops, IT, Account Management) to focus on execution and develop quality.
- Conduct site visits and evaluations
- Conduct regular business reviews with partner vendors
- Perform gap analysis to ensure partner advisors have tools, processes, training and empowerment to deliver expected customer experience
- Accountable for ensuring effective process changes and program implementations occur at the vendor sites
- Partner with Accounting and Business operations to conduct monthly invoice reconciliations
- Ensure vendor compliance to desktop requirements, recruiting practices, training curriculum and overall performance standards in accordance with the contract.
- Bachelor’s Degree
- 5-7 years relevant experience
- Customer Care systems knowledge
- Proven ability to work in a very dynamic, fast-paced entrepreneurial organization with minimum supervision.
- Proven ability to achieve numerous goals in a timely manner exercising good judgment and sound decision-making skills.
- Interact effectively in a global organization located in multiple locations.
- Superior oral, presentation and written communication skills
- Ability to dedicate up 75% time to travel on a monthly basis. (including overseas)
- Experience with contract negotiations a plus
Try Spotify here: http://www.spotify.com/us/get-spotify/overview/