Tier 2 Customer Care Manager

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Responsibilities

 

  • Verizon Vehicle will be using outsourced call center partner to provide Tier 2 Customer Care support to our members.  In order to ensure all call KPI's, SLA's are being met and that the outsourced care agents are providing a customer experience that meets Verizon Vehicle's expectations it is necessary to hire a Tier 2 Customer Care Operations Manager to manage the relationship with our Tier 2 call center partner(s).
  • Manage the relationship between   Verizon Vehicle and the Tier 2 Care Call Center partner(s). Provide management and support to the partners to ensure operational readiness for initial launch as well as any new product launches.  Interact with Verizon Vehicle cross functional teams as required to resolve issues concerning the operations and support of Verizon Vehicle products and services.
  • Operational Readiness: Work closely with the outsourced call center partners to ensure operational readiness for all Verizon Vehicle programs. Test all aspects of systems and agent readiness.   Coordinate with internal teams to ensure partners are fully prepared to support all products and services
  • Call Center Operations: Work with outsourced Tier 2 Care call centers to ensure all KPI's and SLA's are consistently met. Prepare reporting on the performance of the call centers. Produce clear and concise documentation.
  • Review and approve all documentation supporting the processes and procedures to be utilized in the Tier 2 Customer Care Centers
  • Business Analysis: Use process models, internal existing documentation and user acceptance test scripts to validate Call Center documentation that will be part of the training curriculum for the Tier 2 call center agents
  • Act as a liaison between Verizon Vehicle and the outsourced Tier 2 Call Center partner.  Work closely with outsourced partner personnel to resolve any open items pertaining ti operational readiness.

Qualifications

 

  • The Tier 2 Customer Care Operations Manager will be responsible for ensuring that the Tier 1 Care Call center partners consistently meet Service Levels.  These metrics are critical to ensuring members receive a world class customer experience on every interaction with Verizon Vehicle ultimately protecting the Brand and member retention.
  • In the event a Tier 2 Customer Care vendor fails to meet SLA's and recover in an acceptable time frame the Tier 1 Customer Care Operations Manager is expected to address the issue with the partner by providing clear and concise documentation of the issues.  They should then require the partner to provide a detailed action plan including timelines for resolving the issue and the plan to ensure the events do not continue in the future. The employee would then be expected to monitor the partner and ensure their adherence to the action plan.
  • The employee will receive support and direction from the Senior Manager Customer care and other leaders within the organization in the form of guidelines, policies and procedures as well as mentoring and support as needed.  They will however expect to take initiative when appropriate and have the ability to work independently.
  • There may be times when they feel it would be necessary to modify or revise policies or procedures.  In these instances they would be expected to prepare a clear and concise recommendation which would need to be approved by the appropriate members of the leadership team.
  • Must have 3 to 5 years of experience in Customer Care management in a call center environment. 
  • Must have 3 to 5 years of experience in Customer Care management in a call center environment. 
  • Must be able to create, maintain & document call center metrics and process & procedural documentation.  Must have a comprehensive understanding of customer care and the escalations process.  Requires knowledge of Microsoft Windows, Microsoft Office, e.g. Word, Excel, Outlook, Access, PowerPoint, and the Internet. Excellent open and proactive written and oral communication skills.  Ability to work in team-oriented, matrix managed environment.  Knowledge of Microsoft applications to include Project, Excel, Word and VISIO (i.e. Process documentation tool).  Proven analytical skills.  Strong customer service orientation with Sales experience.  Knowledge of business process development and improvement.  Ability to support Call Center Operations on-call 7 X 24.
  • Customer Care Call Center Operational Management. Call Center Operations and supporting the launch of new products within a call center.

 

Education

Bachelor’s Degree Required

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.