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Full-time Vendor Support Center Manager $90,000-$105,000

at International Consulting Services in Michigan

CANDIDATE REQUIREMENTS
MUST-HAVES
•Bachelor’s degree
•Minimum of 3 years’ experience managing others, including supervisory and front-line level associates required.
•Excellent organizational, time management, leadership, coaching, and team building skills are required.
•A valid driver’s license and the ability to travel up to 10% required
•Minimum of 2 years Customer Service/Call Center Operations management experience is required.

DESCRIPTION OF DUTIES
Responsible for leading Vending Support Center (VSC) team. Duties range from the development of appropriate operational customer service & support models, to the development of key operational strategies, processes, tools, & functions. In addition, this position is responsible for operational financial planning, performance measurement, & problem solving in support of the Corporate Vending Strategy.

DUTIES AND RESPONSIBILITIES:
•Responsible for managing the day to day Vending Support Center customer service operation.
•Development, communication, and measurement of key operational performance metrics within assigned vending operations.
•Responsible for meeting and exceeding operational performance metrics developed in support of program strategy.
•Collaborates/works with their manager and peers in other vending support functions to create customer service strategies & implementation plans, as well as all associated financial plans.
•Builds and manages associated departmental financial budgets and is responsible for financial plans in support of operations.
•Continually assesses all aspects of vending operations to identify improvement opportunities and areas of opportunity for productivity and profitability gains.
•Presents regularly to the sales organization (OSA’s, BSM’s, and MM’s) to ensure collaboration and alignment on key areas of focus.
•Participates in regular customer sales calls and acquires sales associate feedback to gain valuable information on strategies and performance.
•Works cross functionally with vending sales management team on processes, problem solving, and program enhancements in support of overall vending strategy.
•Serves as a point of escalation for VSC support issues. Able to manage the tracking, research, resolution, and communication.
•Manages processes within operations and implements changes that maximizes the efficiency and effectiveness of the associates while driving and enhanced customer service experience.
•Ensures operational project deliverables are met on time with expected outcomes.
•Assists in the development & implementation of key technology tools in support of productivity gains and cost avoidance.
•Holds team accountable for delivering outstanding customer service and identifies and rewards excellence.
•Participates in cross functional initiatives in support of continual improvement.
•Participation in special projects and performs additional duties as required

EDUCATION AND EXPERIENCE:
•A Bachelor’s Degree in Business or the equivalent is required.
•Minimum of 2 years Customer Service/Call Center Operations management experience is required.
•Minimum of 3 years’ experience managing others, including supervisory and front-line level associates required.
•Experience managing geographically separated teams, including offshore resources, highly preferred.
•Experience with modern call center systems, including telephony and ticketing systems highly preferred.

SKILLS:
•Experience managing support groups handling large volumes of voice calls, email incidents and requests, and/or error queues.
•Excellent management, relationship building and negotiation skills and techniques are preferred.
•Ability to influence medium-sized groups in own function or cross functionally.
•Ability to evaluate and optimize processes and performance of a unit/function is required.
•Ability to problem solve and act decisively during peak periods of complexity.
•Excellent organizational, time management, leadership, coaching, and team building skills are required.
•Strong project management skills preferred.

OTHER REQUIREMENTS:
A valid driver’s license and the ability to travel up to 10% required

MORE INFORMATION
PERFORMANCE BONUS
Yes
SIGNING BONUS
No
BENEFITS
Medical Ins.
Dental Ins.
Vision Ins.
Life Ins.
Retirement
Equity

RELOCATION
None
REPORTS TO
Director, IT Operations
REMOTE WORK
Remote work not available
TRAVEL
Up to 20% of the time
VISA
Visa sponsorship not supported

Does this describe you? If so, then, now is your time!
Reference : Vendor Support Center Manager $90,000-$105,000 jobs


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Published at 13-03-2018
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