Program Manager III

Infotech Sourcing - Sunnyvale, CA

Job Title: Program Manager III

Location: Sunnyvale, CA

Type: W2 Contract

Duration: 12 months with scope for extension/conversion

Request ID: 13578-1

As Customer Support Operations Partner Manager at Facebook FRL you will apply a laser focus on managing partner support performance to contract and executing target performance results. While serving as the connective tissue between internal and partner support operations, you will use critical and key performance indicators and contact drivers as signals to drive partner performance, service delivery results, and business/product/operational improvements that satisfy and delight our customers. Your mission will be to drive partner support organizations to deliver world-class, multi-channel, customer-facing support and service operations capabilities. Your ultimate goal is complete customer satisfaction.

Responsibilities

  • Liaison between business and contact center operations

  • Actively manage partner delivery against them

  • Implement tracking mechanisms to support business understanding of key contact drivers and their root causes

  • Analyze and utilize data related to contact drivers, NPS, CES, FCR, CSAT, and other channels to drive continuous process and program improvement

  • Review and process BPO invoices

  • Drive and support training content development and delivery, including agent and customer facing knowledge center content

  • Support Weekly, Monthly, and Quarterly business reviews

  • Ensure partner workers are on-boarded with the correct tooling access/permissions

  • Work with IT and Infosec to ensure partner compliance with established security requirements

  • Work with Global Outsourcing to ensure periodic partner benchmarking is performed

  • Identify, elevate, and drive opportunities to improve partner worker engagement, operational efficiency, and customer effort reduction & clearly communicates progress of initiatives

  • Communicate qualitative and quantitative input from partner support channels

  • Work dynamically and cross-functionally to escalate and resolve issues and assist with developing and executing program requirements

  • Travel 25%

Minimum Qualifications

  • BA/BS degree

  • 5+ years experience in customer-facing communications, community management, customer service, contact center management, and/or program management

  • 1+ years experience managing a partner relationship focused on customer support operations

Preferred Qualifications

  • Experience developing and managing processes as part of a customer support operations team, working cross-functionally with internal teams and stakeholders

  • Experience running data analysis, including volume forecasting

Must have skills:

  • managing contact center - driving the KPI's

  • managing KPI's for 3rd party organizations

  • analyze backgrounds to drive improvements and identify issues

Task Breakdown:

  • 50%: interacting with VPO partners to understand data (#'s) and actioning what is broken and coming up with plans to fix what is broken

  • 25%: Analysis contact center. Metrics(what is causing issues). Identifying trends/issues

  • 25%: Special projects that will be assigned to them with implementation FRL customer service initiatives



Posted On: Friday, August 13, 2021



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