This job has expired, please see additional jobs below
Manager, Call Center Implementations & Operations
21st Century Fox
Los Angeles, CA, United States
Job Details - this job has expired, please see similar jobs below
OVERVIEW OF THE COMPANY
JOB DESCRIPTION
The Manager of Call Center Implementations & Operations will assist the Director of Customer Care Program Management in operationalizing and managing new/additional sites and/or Call Center partners, including overall responsibility for the implementation of and transition to oversight of operations, staffing/forecasting, training, communications, quality assurance, and reporting.
Responsibilities
• Develop detailed implementation plan to support launch of new call center locations or partners.
• Closely coordinate with call center partner on all aspects of operationalizing Fox Broadcasting Co at the new site.
• Manage start up performance and transition day-to-day communications, reviews and operations of specific Call Center site and/or vendor.
• Work closely with Call Center partner to monitor staffing needs and performance metrics to meet service level expectations.
• Work closely with the Customer Care Communications/QA Team(s), the Customer Care Sales & Retention Teams and the Customer Care Training. Team to develop programs, materials, or tools to improve performance.
• Provide updates and reports to Customer Care Management Team on site/partner performance.
• Participate in weekly communication meetings with Call Center to access needs, gain feedback, and provide additional information as necessary.
• Participate in weekly Quality Assurance calibration calls with Call Center team to assess QA needs and provide input.
• Participate in Weekly Executive Review Call with Call Center partners.
• Participate in monthly visits to site/s – activities include agent/supervisor roundtable discussions, management discussions, agent side-by-side call monitoring.
Qualifications
• 5+ years experience of Call Center experience in a media related industry, including new center implementations.
• 2+ managerial and project management experience.
• Proven management of multiple project stakeholders (e.g., internal core team, external vendors, contractors, business users, senior management).
• Strong verbal and written communication skills.
• Effective communication and presentation skills appropriate for interaction with network clients, vendors, and senior management.
• Experience with a variety of project management methodologies.
• Experience in a web, mobile and/or connected device development environment.
• Experience with video content management systems preferred.
• Proficiency in MS Office tools, Microsoft Project Online and Atlassian.
• Familiarity with Smartsheet is a plus.
• BS degree or equivalent.
• Travel required.
Division Description
The Fox Digital Consumer Group is a strategic business unit with a customer-driven focus that is leading the consumer-driven revolution in media and entertainment. The group is strengthening and improving Fox Networks’ already successful TV Everywhere apps as well as developing, building and executing new consumer offerings that deliver fantastic Fox content in new and exciting ways.
Fox DCG is responsible for driving the development of platforms and capabilities and overseeing the ongoing enhancement and support of Fox Networks’ existing apps and TV Everywhere, including Fox Now, FX Now, Fox Sports Go and the National Geographic TV Apps, as well as the creation of new direct to consumer TV products. Additionally, they work hand-in-hand with the network marketing groups to promote awareness, adoption and usage of our TV Everywhere offerings, guide strategy and business development for new offerings, and manage key partner relationships (including the integration with Fox’s regional businesses in Europe, Asia and Latin America).
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.