Manager, Site Operations - Pennington Gap (Job #1306)

Job Description:
Duties & Responsibilities

This position is accountable, with the Director, Listener Care, for day-to-day supervision of Tele-services vendor performance. This includes contract compliance in all service level metrics, schedule adherence, invoice review and validation in a 200-400 seat customer call center
The Manager is responsible for communicating performance issues to the Listener Care Centers (LCCs) and for oversight of vendor actions to resolve noted problems. The Manager is also a single point of contact liaison between the operational LCC floor and all of the XM organizations that desire work performed in the LCC. Therefore, the Manager partners closely with peers in Listener Care and Billing and Collections to ensure proper implementation and on-going execution of all programs designed for the LCCs
The Manager will be present in the LCCs to perform on-site review of performance and provide direct assistance to vendor management at least one week of each month
Develops and maintains overall relationship with the out source vendor?s operations management team at assigned LCC sites
Works with Director to represent XM Radio?s interest in contract negotiations
Oversees contract compliance responsibilities
Reconciles contract performance results with economic rewards or penalties outlined in the contract including review and approval of all vendors? billing to XM Radio
Interacts with XM Marketing and other LC teams to execute new initiatives requiring support within the contact center. Oversees development of vendor?s operations processes and procedures to execute XM requirements. Partners with the XM Business Process team on roll-out of new and modified work designed by those teams
Works closely with peer group within XM Radio to remain aware of quality or compliance issues.
Other duties as assigned


Supervisory Responsibilities

Indirect Supervision of Vendor contact center staff that includes Operations Managers, Supervisors and 200 ? 400 Listener Care Representatives


Education and/or Experience

Bachelor?s degree and/ or equivalent combination of education and experience
6 - 8 years customer service including 3-5 years management responsibility in call center environment
Experience managing out source vendor contract relationships in the customer service environment
Experience with a mixed in-source/out-source service representative environment preferred
Experience with management of quality assurance programs


General Skills

Good public speaking and presentation skills
Good project management and planning skills
Interpersonal skills and ability to interact and work with staff at all levels
Excellent written and oral communication skills
Ability to handle multiple tasks in a fast paced environment


Computer Skills

MS-Office Suite (Word, Excel, PowerPoint, Access)
Microsoft Project
Visio or Igraphix
CRM software (Siebel, Vantive, etc.)


Equal Opportunity/Affirmative Action Employer M/F/V/D

Searchable Keywords: Manager, Site Operations - Pennington Gap (Job #1306) / gj-mo

Minimum Education Required: Bachelor

Years of Experience Required: More than 5 years

Expected Travel Time: None