Inbound Vendor Manager

Radio - Digital
Washington, DC
Apr 20, 2017
Apr 24, 2017
Full Time
Position Summary:This position is accountable for day-to-day supervision of 3rd party inbound vendor performance to include performance management and contract compliance.Duties and Responsibilities:Meet/exceed all key performance indicators to include sales, saves, quality and, customer satisfaction.Effectively manage vendor contracts.Maintain the highest levels of customer service standards and representing the overall best interests of SiriusXM.Communicate direction of SiriusXM's Listener Care organization and facilitate adherence to policies and procedures that support the overall department objectives.Analyze reports to determine performance gaps and manage action plans to improve.Work closely with other organizational entities including, but not limited to Channel Management, CRM, Workforce Management, Command Center, Reporting, Training, and Quality.Recommend and develop actions to improve customer satisfaction, and operational efficiencies.Interact with various organizational levels within SiriusXM and Outsourced Partners.Manage projects and act as point of contact for various internal business owners.Supervisory Responsibilities:There are no supervisory responsibilities associated with this job.Minimum Qualifications:BS/BA Degree and/or equivalent combination of education and experience required.Requires five to eight years of large-scale call center experience.Requires a minimum of three to five years of vendor relationship management in the call center industry.Strong background in consumer customer service, measurements and reporting, quality processes, inbound sales, retention and contract administration.Understanding of call center best practices, forecasting/scheduling, call routing, and ACD/telecom/CRM applications is preferred.Strong analytical skills with excellent computer skills.Excellent interpersonal, verbal and written communication skills.Solid time-management and organizational skills and ability to handle multiple tasks simultaneously is required.Ability to interact with all levels of management.Self-motivated, self-starter, and takes initiative.75 -- 80% travel domestic/international (Valid Passport Required)Requirements and General Skills:Commitment to "internal client" and customer service principles.Ability to work independently and in a team environment.Ability to pay attention to details and be organized.Ability to handle multiple tasks in a fast-paced environment.Willingness to take initiative and to follow through on projects.Excellent written and oral communication skills.Interpersonal skills and ability to interact and work with staff at all levels.Must have legal right to work in the country in which the employee is based.Technical Skills:Productive knowledge of MS Word, Excel, PowerPoint, and Outlook.Ability to use softphone application.Ability to use conference lines and desktop sharing application.

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