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Vendor Manager - Customer Service

2 years ago

OVERVIEW:

As our Quality Assurance and Customer Service Teams continue to grow, we are looking for a passionate, self motivated Vendor Manager to join our team. The Vendor Manager manages the relations and interaction with our Customer Service vendors. You will have accountability regarding the service levels across multiple workflows and partner with internal teams to ensure KPIs are met. The Vendor Manager also manages vendor service escalations and ensures appropriate resolution. You are expected to own service metrics and contribute to monthly business reviews. The position reports to the Senior Director of Customer Service.

This position is based in Las Vegas, Nevada and is not a remote opportunity.

RESPONSIBILITIES:

Develop collaborative vendor relationships to deliver sustainable value through cost savings, performance management, and contract compliance
Manage contact center performance with accountability for key metrics including costs, SLAs, AHT, CSAT, quality, retention/attrition, and similar performance indicators
Manage all vendor headcount related matters including forecasting, ramp-downs, new lines of business and attrition targets
Serve as the main point of contact for vendor escalations and identify real and potential problems, provide resolutions, alternate solutions, and risk mitigation plans
Work closely with the 2K’s customer service management team to enhance contact center processes, procedures, technology, and customer experiences
Review and analyze data dashboards and reports to monitor programs and identify issues. Evaluate needs for any additional data or reporting
Audit invoices consistently to ensure accuracy
Schedule and Lead regular calls with vendors and customer service aimed at identifying and solving top issues affecting the customer’s experience within the customer service environment
Communicate tasks, decisions, and processes in terms of the big picture and cross-departmental impacts to vendors effectively and efficiently
Contribute to the continuous improvement mindset across all customer experience functions
Exhibit a can-do attitude to help achieve studio and CS team goals
Travel on a quarterly basis will be required
Perform other duties as needed

KNOWLEDGE AND SKILLS:

Knowledge of vendor management best practices (performance management, risk, compliance, and vendor audit processes)
Able to effectively communicate clear vision, goals, and expectations
Detail oriented with excellent time management and organization skills
Able to assess priorities and multi-task to meet deadlines and objectives
Data-driven mindset and an aptitude for technology
Experience in RFP processes, vendor, and contract negotiations
Able to rally a team behind an idea to build positive momentum to achieve desired results
Build and maintain working relationship with internal business partners across the organization and external contacts

REQUIRED QUALIFICATIONS:

Associate’s or Bachelor’s degree in a related discipline; or significant CS management experience with a high school diploma or equivalent
2-5 years of direct management of contact center, vendor relations or customer service operations
3+ years of people management to include remote teams
Located in or relocate to Las Vegas, NV
Must have an ability to think strategically, objectively, and effectively to translate data into actionable insights/strategies
Excellent communication and interpersonal skills; ability to articulate thoughts and ideas clearly and concisely
A self-starter with a proven record of success in completing key objectives and business initiatives
Proactively identify issues and opportunities then take/recommend actions appropriately and timely
Strong creative problem solving, business judgment and financial acumen are required
Able to adapt and succeed through ambiguity and competing priorities
Demonstrate a sense of urgency and take initiative within a fast paced, changing environment
Receive and take action on feedback and lessons learned for continuous professional improvement and development
Prolonged periods of sitting, standing, working at a computer, walking to different floors, attending meetings, and participating in events
Must be able to lift up to 20 pounds at times assisted or unassisted

PREFERRED QUALIFICATIONS:

Passion for games and the gaming industry
Experience with relevant tools such as Zendesk, Google Analytics, Confluence, Jira.

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