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Manager, Customer Systems Administration
21st Century Fox
Los Angeles, CA, United States
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OVERVIEW OF THE COMPANYFox Networks Digital Consumer Group
Fox Digital Consumer Group (DCG) is a strategic business unit within Fox Networks Group (FNG). The group’s focus is the development of TV and long-form, video-centric products that bring Fox’s content to more consumers. This includes the continued innovation of Fox’s existing TV Everywhere products, including FXNOW, FOX NOW, Nat Geo TV and Fox Sports Go, as well as the creation of brand-new consumer propositions.
JOB DESCRIPTION
Inbound Sales Vendor Manager
Digital Consumer Group
Description
The Sales Manager is accountable for the day-to-day supervision of 3rd party vendor performance to include performance management and contract compliance. The role will focus on the execution and the management of customer retention, conversion and sales targets.
Duties and Responsibilities:
• Meet/exceed all key performance indicators including, but not limited to, save rate, save revenue, conversions, quality and, customer satisfaction.
• Effectively manage vendor contracts.
• Maintain the highest levels of customer service standards and representing the overall best interests of FOX.
• Communicate direction of FOX’s Customer Care organization and facilitate adherence to policies and procedures that support the overall department objectives.
• Analyze reports to determine performance gaps and manage action plans to improve gaps.
• Work closely with other organizational entities including, but not limited to CRM, Workforce Management, DOC, Reporting, Training, and Quality.
• Recommend and develop actions to improve customer retention metrics.
• Interact with various departments and organizational levels within FOX and our Outsourced Partners.
• Manage projects and act as a point of contact for various internal business owners.
Supervisory Responsibilities:
• There are no supervisory responsibilities associated with this role.
Minimum Qualifications:
• BS/BA Degree and/or equivalent combination of education and experience required.
• Requires five to eight years of contact center experience.
• Requires a minimum of three to five years of customer sales experience in contact centers including plan execution, coaching, and role playing.
• Requires a minimum of three to five years of vendor relationship management in the BPO industry.
• Strong background in customer sales and retention programs, consumer customer service, measurements and reporting, quality processes, inbound sales, retention and contract administration.
Requirements and General Skills:
• Understanding of call center best practices, forecasting/scheduling, incident routing, and CRM applications is preferred.
• Strong analytical skills with excellent computer skills.
• Excellent interpersonal, verbal and written communication skills.
• Solid time-management and organizational skills and ability to handle multiple tasks simultaneously is required.
• Commitment to internal client and customer service principles.
• Ability to work independently and in a team environment.
• Ability to pay attention to details and be organized.
• Ability to handle multiple tasks in a fast-paced environment.
• Self-motivated, self-starter with a willingness to take initiative and follow through on projects.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Position will require significant travel.
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.