Manager, Customer Service - Outsourced Call Centers, New Mexico

Provider of satellite entertainment programming to U.S householdsThe Manager, Customer Service - Outsourced Call Centers, New Mexico will be responsible for leading and overseeing the operation and relationship management of DIRECTV's vendor-provided outsourced call centers in Albuquerque and Las Cruces, New Mexico.  Specific duties include:
Meeting/exceeding all key performance indicators through effectively managing the vendor. Maintaining the highest levels of customer service standards and representing the overall best interests of DIRECTV. Communicating to the vendor organizational goals/objectives and facilitating adherence to policies and procedures.Analyzing reports to determine performance gaps and manage action plans to improve.Working with internal partners such as Resource Management, Command Center, Telecom, Retention, Reporting, Training, Marketing and Quality.Recommending and developing programs to improve customer satisfaction and operational efficiencies.Manage projects and act as point of contact for Business Owner.Other duties as assigned.
Requires five years or more large-scale call center leadership experience that includes at least three years of vendor relationship management.  Must have a strong background in consumer customer service, measurements and reporting, quality processes, inbound sales and contract administration as well as a thorough understanding of call center best practices, forecasting/scheduling, call routing and ACD/telecom/CRM applications.  In addition, must have excellent interpersonal, verbal/written communication, time-management and organizational skills.  A degree in business or related field and previous subscription-based consumer products/services and/or entertainment industry experience is a plus. Requires up to 50% domestic travel and the ability to expense travel costs prior to reimbursement.
 
DIRECTV is an Equal Opportunity Employer.
Additional Information:Travel Percentage: 25%