Credit One Bank Careers

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

Date Posted: 7/9/2018

Job Snapshot

Job Description

This position will manage vendor relationships, drive operational excellence, and partner with internal teams to positively impact customer experience. The successful candidate will draw from previous work experience in contact center management, international vendor management, and corporate representation.

 

 



Summary of Essential Job Functions

 

    • Develop and implement departmental procedures and system enhancements to improve customer experience through IVR and Chat channels.
    • Identify customer interaction areas and key points in a customer's journey within the IVR and Website/Mobile Application to optimize utilization of Chat (non-phone) channels to reduce call intensity/cost.
    • Conduct analysis and identify business opportunities to increase customer experience/brand loyalty, specifically focusing on IVR and Chat enhancements.
    • Gather and analyze customer feedback and act in areas of accountability.
    • Develop cohesive recommendations to functional areas based on feedback.
    • 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 new business processes and products handled by partners.
    • 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.
    • Travel to international and domestic sites to provide hands on management.
    • Coordinates and leads partner audits.
    • 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 ability to develop and convert strategic vision into a tactical plan, and execute on that plan.
  • 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
  • Strong technical and analytical aptitude
  • Demonstrated project management success
  • International travel required
  • Strong business judgment
  • Expert skills in Microsoft Office


 

 

 

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