This job has expired, please see additional jobs below
Director Operations Management
Pearson
Indianapolis, IN, United States
Job Details - this job has expired, please see similar jobs below
Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
As the Director, Operations Management within the North America Customer Service and Support (NACSS) for the Higher Education Line of Business, you will be responsible for managing operational excellence with our outsource partners in the Philippines (and other locations as needed). This role is to manage the outsourced technical support business end-to-end with the vendor(s) in order to maximize quality of service (e.g. customer satisfaction), costs and operational performance.
This person will serve as the owner for support delivery for assigned vendor locations and have full responsibility and accountability for managing the day-to-day operations for those contact centers. The responsibilities will include fostering and managing the outsource vendor relationship, contact center readiness, agent enablement and empowerment, operational management and assisting with the management of cost control and forecasting/invoicing to ensure the vendor meets all performance criteria and contractual obligations.
In this position, you will play a key role in driving and optimizing the integration of business processes and support services into our outsource partners in an effort to drive customer satisfaction, retention and loyalty. This individual will own the Service Delivery for steady state business, product releases, business changes, support model optimization, new tools/technologies landing with successful business outcomes into contact center, and operational initiatives -- all while playing a pivotal role in sharing best practices in service strategy initiatives across NACSS and Globally.
KEY RESPONSIBILITIES
• Be a focal point and drive all day-to-day engagement and relationship management with the outsource vendor where it relates to technical support.
• Manage and deploy key strategic initiatives across outsourcing vendor partners to drive customer satisfaction, agent success and improved efficiencies.
• Be responsible for the quality and performance of all delivery aspects of technical support for students, educators and administrators using Pearson Higher Education Online Products
• Meet all quality and customer satisfaction targets as measured through the customer survey process and meet key performance indicator (KPI) targets as set out internally and the Statements of Work (SoW)
• Work closely with outsourcing vendor partners and cross-functional teams (WFM, Reporting, Training, IT/Technology) to assess and manage performance of the vendor.
• Drive Agent Enablement and Empowerment initiatives, and act as Agent productivity advocate back into Pearson.
• Actively participate in the management of customer concerns to respond to and resolve customer complaints/escalations in a timely manner
• Ensure technical and operational readiness of the vendor for all policy changes, support offerings, new technology implementations, and new product releases and launches.
• Work with training resources at Pearson and the vendor to maintain and increase vendor skill sets.
• Ensure vendor capability to support contingency situations such as unexpected volume increases, e.g. service impacts
• Ensure continuous continuity with telephony and networking systems, and manage site redundancy and lever plans.
• Work with Pearson WFM team and vendor to manage appropriate staffing requirements, utilization, and occupancy as it relates to assign outsource vendors and sites.
QUALIFICATIONS
• At least 10 years working with outsourcing vendors and ability to build and lead virtual teams.
• Must be experienced with core call center operational areas, such as training, scheduling, workforce management, enablement, financials, and IT/Telecom.
• Experience managing a dynamic technical support business
• Ability to organize and work under pressure with quick turnaround on results while juggling multiple tasks and issues
• Excels in strategic thinking, ability to anticipate obstacles and develop proactive solutions, drive for results through execution and attention to detail.
• Passion for customer experience
• Ability to quickly assess call center performance issues to identify drivers and formulate action plans.
• Good presentation skills and confidence
• Exceptional leadership skills
• Outstanding collaboration skills with proven experience managing outcomes across v-teams
• Bachelor’s degree