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Credit One Bank Careers

Bilingual Vendor Relationship Manager in Las Vegas, NV at Credit One Bank

Date Posted: 2/14/2019

Job Snapshot

Job Description



Position Summary

 

This position will manage vendor relationships, drive operational excellence, and collaborate with internal teams to positively impact agent performance. The successful candidate will draw from previous work experience in contact center management, international vendor management, and corporate representation. Responsible for overseeing the day-to-day operations to ensure quality response, consistent follow up, communication and appropriate problem solving to business challenges. This position will manage the outsource support team through rigorous process improvement and agent performance improvement. Ultimately, drive the development of a culture of superior customer service and high performing staff.  

 



Summary of Essential Job Functions

 

  • Develop long-term relationships with all levels of management acquiring feedback and aligning expectations with contractual deliverables to ensure overall customer satisfaction
  • Facilitate and support a continuous service improvement culture thereby establishing value to the partnership beyond monetary value
  • Provide a single point of accountability (SPOA) in line with the company expectations
  • Define and implement standards/procedures for ensuring optimal agent level performance
  • Conduct analysis and identify opportunities to increase agent performance/brand reputation
  • Develop cohesive recommendations to functional areas based on feedback.
  • Analyze data to draw solid conclusions and construct and implement impactful action plans
  • Leverage the L&D department to ensure expectations of agent performance are aligned
  • Work with Quality to monitor the activities of the customer service teams to ensure compliance with acceptable standards of customer service
  • Drive performance to make sure all interactions are meeting targeted expectations
  • Oversees daily performance of multiple lines of business
  • Serves as a Subject Matter Expert for all agent performance KPIs
  • Remotely monitors staff and compiles agent and process improvement recommendations as necessary
  • Demonstrate behaviors consistent with the company’s expectations as it pertains to interactions with customers, colleagues and vendors
  • Coordinates and leads monitoring sessions and conducts video calls with partners
  • Serves as point of contact for assigned processes with all partners
  • Manages processes through utilizing and developing agent and site level reports
  • Apply accuracy, and attention to detail and data standards to all initiatives
  • Travel to international and domestic sites to provide hands on management
  • Contribute at varying levels of involvement in operational projects and initiatives
  • Performs other duties as assigned

Job Requirements



Position Requirements

  • Excellent interpersonal and relationship-building skills
  • Excellent written and oral communication skills
  • Excellent customer service skills with focus on journey mapping
  • 5+ years of relevant experience in customer service
  • Bachelor's degree preferred
  • A track record of conceiving and delivering innovative solutions that support the customer experience.
  • Demonstrated people leadership and development success with large organizations.
  • Experience managing a globally distributed team of customer service agents
  • A sincere passion and obsession for customers
  • Demonstrated project management success
  • International travel required
  • Strong business judgment
  • Expert skills in Microsoft Office
  • Ability to effectively identify, collect, and package data to support decisions against business priorities
  • Highly motivated and self-sufficient, able to work successfully under pressure and in the face of ambiguity – proactively identify when it’s necessary to take certain steps and move ahead with confidence
  • Communicate across all levels of the organization, convey needs clearly, and negotiate through to amicable solutions
  • Bilingual – Must be bilingual English/Spanish

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