Customer Experience / Vendor Manager for IT - BPO experience

Act as the Regional Service Operations Partner

• Track daily/weekly/monthly KPIs to ensure rapid identification and resolution of performance issues, with a focus on consistent process resolution to ensure issue are not repeated
• Manage back office 3rd party regional operations to ensure RMAs (Replacements for Consumers) and Refunds are processed in a timely manner following and using all processes and policies as guidelines.
• Ensure Zendesk implementation in the region is performing as required and facilitate Zendesk training.
• Proactively participate in partner staffing decisions to ensure operations are staffed to CX Specialist deliver stated objectives.
• Partner with other vertical Operations Program Managers to share best practices and ensure a unified, consistent (where applicable) global approach.
• Support Quarterly Business Review preparation and execution

Act as the Regional Liaison between Sales team, BG needs and Call center partner:

• Partner with the Analytics and Reporting team to ensure dashboard metrics needs are met.
• Partner with Global Customer Relations team to address escalations, such as: Social Media escalations, safety escalations, product quality/technical escalations and process complaint escalations
• Support eCommerce needs
• Facilitate discount codes to the Contact Center as discretion, these codes are provided by the eCommerce team.
• Stock Checks - Confirm if SKU inside Sales Force to get current stocks levels.
• Create a Monthly presentation for eCommerce outstanding KPI's