Posted in Other 30+ days ago.
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Type: Full Time
Location: Baton Rouge, Louisiana
Acts as the primary contact to manage the relationship between Cox contact center (may include calls and/or chats) outsourcing partners and Cox internal Care functions. This position is directly responsible for managing the performance of outsourcing partners to achieve Cox s business objectives including but not limited to achieving performance parity to Cox internal site performance in the following KPI s: Net Promoter Scores and associated attributes, Service to Sales Conversion Rates, FCR, ATR, AHT, Service Level, staffing compliance to requirements and other performance/financial metrics.
Responsible for KPI and overall performance management of the OSP that the PM are responsible for.
Responsible for providing ongoing management and leadership oversight for outsourced call centers contracted by Cox.
Monitors budget and expenses related to outsourced call centers.
Ensures alignment and compliance to the Care Outsourcing Partner (COP) Marketplace strategy, inclusive of compliance to the Cox CORe audit program for outsourcing firms and adhering to the CC Outsourcing Franchise Playbook
Facilitates regular operations meeting and process reviews
Manages and resolves performance issues
Proactively reviews operational metrics and escalates issues appropriately
Anticipates and identifies tasks required to support performance improvements, including execution of our outlier management practices, communicating complex issues, and verifying that action plans are developed and implemented
Leads medium/large and/or moderately complex projects under moderate to minimal supervision.
Develops and facilitates presentations for various business reviews.
Leads the communication of business changes between OSPs and internal Cox organizations as appropriate
Receives, tracks, communicates vendor service affecting issues
Responsible for invoice management process included invoice accuracy and compliance to OSP specific contracts.
Duties will entail up to 50% travel
7 or more years of experience required in Call Center management
5 or more years of experience required if candidate possesses a related advanced degree
Requires strong communication and presentation skills.
Must be able to work effectively with teams throughout organization.
Experience in managing contact center teams
Strong knowledge of Excel, PowerPoint, and Word
Role will be based in Atlanta, GA (HQ) or one of Cox s call center locations
Experience with managing chat call centers, queues and metrics/results
BS/BA degree in related discipline strongly preferred (i.e. Marketing, Business, etc.).
Experience in telecommunications industry desired.
Spanish language proficiency
About Cox Communications
Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
ORGANIZATION: Cox Communications, Inc.
PRIMARY LOCATION: US-GA-Atlanta-6205 Peachtree Dunwoody Rd
OTHER LOCATIONS: 1341 Crossways Blvd,US,VA,Chesapeake,23320|7401 Florida Blvd,US,LA,Baton Rouge,70806|1550 W Deer Valley Rd,US,AZ,Phoenix,85027|11505 W Dodge Rd,US,NE,Omaha,68154|901 S George Washington Blvd,US,KS,Wichita,67211-3901
EMPLOYEE STATUS: Regular
JOB LEVEL: Manager/Senior Manager
SHIFT: Day Job
TRAVEL: Yes, 50 % of the Time
UNPOSTING DATE: 2018-03-16.