Job description
In this role, we are looking for someone who is an empathetic, driven, and results-oriented leader. The Outsource Performance Manager, Global Customer Service role is a mid-level leadership role where you will work with 2-3 of our outsourced vendors, ensuring business and operational metrics are met. We aim to be recognized as the best and most trusted customer experience brand in the world!
Responsibilities:
- Work with assigned outsource partner(s) to meet the targets outlined by CS Leaders related to performance, efficiency, and satisfaction (i.e. AHT, ASAT, CSAT, contacts/cases handled or closed per hour, etc)
- ` Achieve the highest performance possible by establishing and driving a culture of continuous improvement for outsourcing performance. Overcome obstacles to deliver on the required objectives. Identify, research, and resolve challenges to maximize efficiency and quality
- Ensure action plans are created and managed for low performance
- Daily operations support for process change communications, operational policy changes, escalations, approvals, out-of-process reviews, and errors
- Continuous expansion of knowledge related to best practices, services, and tools for outsourcing and the call center industry. Use functional area knowledge and industry-specific experience to anticipate obstacles and proactively recommend solutions
- Daily touchpoints and weekly performance reviews
- Deal with the escalations from outsourcing partners
- Identify issues and take swift action to resolve or escalate as appropriate
Competencies:
Strong organizational skills and attention to detail
Time management, with the ability to perform with little to no direction
Ownership mentality and a sense of accountability over results
Self-starter with a high sense of urgency and the ability to handle multiple tasks simultaneously with excellent follow-through
Decision-making and conflict-resolution skills.
Strong analytical and problem-solving skills
Experience in outsourcing services management preferred
Position Type and Expected Hours of Work:
This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business. This role is based in Salt Lake City, UT and up to 25% of travel will be required to international locations.
Preferred Education and Experience:
- 5+ years of Customer Service experience or equivalent work experience
- 3+ years experience managing BPOs, international experience preferred
- Strong verbal and written communication skills in English, Spanish proficiency is a plus
- Demonstrated leadership and influential capabilities with the ability to drive a positive culture
- Proficient in functional/technical skills; Internet applications, office applications, internal tools
- Proven experience in leading projects / Project Management experience is a plus
- Ability to travel internationally
StubHub is on a mission to give the world the freedom to connect to powerful live experiences no matter where they are, whenever they want. Whether it's Harry Styles, the Yankees, Billie Eilish or Real Madrid, we're here to give fans the access to the live entertainment they love. That means we must power the destination for every type of live event fan to unlock the transformative live experience that’s right for them. We are their ticket to unforgettable memories – the crack of the bat, the first guitar chord or drum tap, the roar of the crowd at the championship winning goal, the joke that makes their belly ache from laughter. To do this, we must have the most premiere industry partnerships that deliver more seamless integrated solutions and aggregate the widest event catalogue, know our customers to design more personalized discovery of that very catalogue and get that fan into the event of their dreams so they keep coming back. Daily innovation is at the crux of how we do this and a passionate team that rigorously prioritizes the most results-oriented work they can deliver is what gets it done and keeps us leading the industry.
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