Associate Manager, Customer Care- Bilingual French Candian
TalentHub Worldwide, Inc. - Newark, NJ
$95,000 - $105,000 a year.
Associate Manager, Customer Care Operations -- Bilingual French Canadian Digital Media Company located in Newark, NJ seeks an Associate Manager, Customer Care Operations for an immediate permanent role. Key Responsibilities:
* Collaborate with business units, project sponsors, and users to identify project scope and focus, develop or monitor project initiatives, implement project requirements plans, processes, required tools to ensure implementation success *
Establish and facilitate regular scheduled strategic meetings with business leaders for each supported marketplace to understand goals, ensure that operational priorities are aligned with total company and business direction * Educate internal business teams on our contracted partners' philosophy, Standard Operating Procedures, and create a feedback loop and process to obtain input to improve the efficiency and effectiveness of those relationships *
Work closely with Care Program Management Team to provide business project requirements and achieve 100% readiness for Marketplace Launches including applicable Customer Service related translations (CSC Tool, Knowledge Center, Training), workflow and system implementation * Partner with Care Program Management on new marketplace implementation best practices and the Process Improvement (ACES) Team to create a standard operating mechanism for internal and third party vendors (strategy, execution, financial reconciliation, etc.) * Lead regular scheduled review meetings with contracted partner operations teams to discuss performance against metrics (i.e. Repeat Contact Rate, Customer Satisfaction,
First Call Resolution) and compliance to Care processes * Create, analyze and benchmark different service and performance models to drive achievement of goals with contracted partners and as applicable develop and track actions and timelines for corrective improvement plans * Work with Care Analytics to gain clear understanding of metric results and provide clear concise verbal/written vendor performance reports or action plans to the partner sites * Coordinate efforts with Care Analytics for various sources (i.e. survey feedback, customer data, Quality Assurance) to deliver Voice of the Customer Insights * Manage contracted partners' invoice accuracy with external and internal Finance teams to submit for approval and calculate monthly accruals *
Collaborate with Care Process Improvement ACES team to understand operational impact drivers of issues to ensure contact center consistency, process alignment, and innovation as well as make recommendations for process/performance improvements * Serve as escalation point for timely contact center issue resolution and risk mitigation plans * Act as the liaison between the contracted partner and Care Global Support Functional teams to drive the appropriate behaviors or improvements i.e. Quality Assurance, Training and Knowledge ManagementBasic Qualifications: *
Proven experience in managing contact center relationships * Dynamic and engaging communication skills, both written and verbal with the ability to gauge and adjust to the audience (internal or external) * Demonstrated experience in customer care related tasks, such as collecting VOC, escalation, trouble shooting, knowledge management and action plan development. * Strong business acumen, collaborative partnering skills, and project management experience *
Cultural awareness and flexibility to work with global teams * Ability to prioritize tasks, meet deadlines and work independently in a fast-paced environment * Fluent in Québécois language (A MUST) * Travel required 40-50% of international travel Preferred Qualifications: * Demonstrated understanding of organizational or functional goals through achievement of business objectives with vendors *
Strong analytical and numerical skills, detail-oriented * Resiliency to embrace challenges and strive to find creative solutions * Demonstrated collaboration with internal and external business partners to deliver greater operational performance, efficiency, and quality * Strong record of achievement in applying a customer mindset to shape solutions and approaches to drive change/achieve business goals * Proven track record in understanding and presenting data and success metrics to a diverse range of business and operational support teamsSalary is 95K-105K per year depending on experience.
Job Type: Full-time
Salary: $95,000.00 to $105,000.00 /year
TalentHub Worldwide, Inc. - Newark, NJ
$95,000 - $105,000 a year.
Associate Manager, Customer Care Operations -- Bilingual French Canadian Digital Media Company located in Newark, NJ seeks an Associate Manager, Customer Care Operations for an immediate permanent role. Key Responsibilities:
* Collaborate with business units, project sponsors, and users to identify project scope and focus, develop or monitor project initiatives, implement project requirements plans, processes, required tools to ensure implementation success *
Establish and facilitate regular scheduled strategic meetings with business leaders for each supported marketplace to understand goals, ensure that operational priorities are aligned with total company and business direction * Educate internal business teams on our contracted partners' philosophy, Standard Operating Procedures, and create a feedback loop and process to obtain input to improve the efficiency and effectiveness of those relationships *
Work closely with Care Program Management Team to provide business project requirements and achieve 100% readiness for Marketplace Launches including applicable Customer Service related translations (CSC Tool, Knowledge Center, Training), workflow and system implementation * Partner with Care Program Management on new marketplace implementation best practices and the Process Improvement (ACES) Team to create a standard operating mechanism for internal and third party vendors (strategy, execution, financial reconciliation, etc.) * Lead regular scheduled review meetings with contracted partner operations teams to discuss performance against metrics (i.e. Repeat Contact Rate, Customer Satisfaction,
First Call Resolution) and compliance to Care processes * Create, analyze and benchmark different service and performance models to drive achievement of goals with contracted partners and as applicable develop and track actions and timelines for corrective improvement plans * Work with Care Analytics to gain clear understanding of metric results and provide clear concise verbal/written vendor performance reports or action plans to the partner sites * Coordinate efforts with Care Analytics for various sources (i.e. survey feedback, customer data, Quality Assurance) to deliver Voice of the Customer Insights * Manage contracted partners' invoice accuracy with external and internal Finance teams to submit for approval and calculate monthly accruals *
Collaborate with Care Process Improvement ACES team to understand operational impact drivers of issues to ensure contact center consistency, process alignment, and innovation as well as make recommendations for process/performance improvements * Serve as escalation point for timely contact center issue resolution and risk mitigation plans * Act as the liaison between the contracted partner and Care Global Support Functional teams to drive the appropriate behaviors or improvements i.e. Quality Assurance, Training and Knowledge ManagementBasic Qualifications: *
Proven experience in managing contact center relationships * Dynamic and engaging communication skills, both written and verbal with the ability to gauge and adjust to the audience (internal or external) * Demonstrated experience in customer care related tasks, such as collecting VOC, escalation, trouble shooting, knowledge management and action plan development. * Strong business acumen, collaborative partnering skills, and project management experience *
Cultural awareness and flexibility to work with global teams * Ability to prioritize tasks, meet deadlines and work independently in a fast-paced environment * Fluent in Québécois language (A MUST) * Travel required 40-50% of international travel Preferred Qualifications: * Demonstrated understanding of organizational or functional goals through achievement of business objectives with vendors *
Strong analytical and numerical skills, detail-oriented * Resiliency to embrace challenges and strive to find creative solutions * Demonstrated collaboration with internal and external business partners to deliver greater operational performance, efficiency, and quality * Strong record of achievement in applying a customer mindset to shape solutions and approaches to drive change/achieve business goals * Proven track record in understanding and presenting data and success metrics to a diverse range of business and operational support teamsSalary is 95K-105K per year depending on experience.
Job Type: Full-time
Salary: $95,000.00 to $105,000.00 /year
