Manager, Customer Operations

MetroPCS Wireless, Inc. was formed in 1994 to provide an affordable, simple to use wireless service for customers in metropolitan areas seeking an alternative to traditional landline or wireless service. Our rapidly growing company offers a great work environment. Visit us at www.metropcs.com to learn more about our exciting history and to view our job postings.

This position exists for the daily management of customer service operations. This would include daily management of customer issues and on-site review and monitoring of the customer service outsourcer. The position would also be tasked with the management of the overall customer satisfaction strategy. The position would assist in the development of all customer service policies and procedures. This would include all coordinated communication to the outsourcer locations as well as policy/procedure management.

Essential Duties and Responsibilities:Maintain customer service outsourcer relationships.Development and manage process development and implementation. Create, review and respond to process reporting.Ensure outsourcer is providing the highest quality of service.Set measurable process indicators, which assure customer expectations are being met and often exceeded.Work with outsourcer and internal organizations to establish efficient processes.Maintain a high level of customer satisfaction with all outsourcer contact center transactions.Continually look for ways to reduce expenses associated with the outsourcers.Assist in the development of outsourcer training, management, recruiting, and quality processes.Support profitability goals by achieving expense targets and/or forecasting deviations in a timely and accurate manner.Drive process and quality improvement efforts.Maintain close contact with all outsourcers to ensure smooth operations. This will include monthly visits and reviews at all outsourcer locations.Determine what needs to be measured, create processes to measure it, produce and communicate meaningful reporting.Requirements:

Minimum Position Requirements:BS/BA with 3 plus years experience managing complex processes in a high volume service industry environment.Prior experience with wireless or telecom start-ups is preferred.Strong overall PC skills; Word, PowerPoint.
http://www.ultirecruit.com/met1003/jobboard/NewCandidateExt.aspx?__JobID=4990&__jbsrc=9655AFB6-6C33-44E2-B6EE-2C5EBB560636