Description

Position Summary

This position will manage vendor relationships, drive operational excellence, and collaborate with internal teams to positively impact agent performance. The successful candidate will draw from previous work experience in contact center management, international vendor management, and corporate representation. Responsible for overseeing the day-to-day operations to ensure quality response, consistent follow up, communication and appropriate problem solving to business challenges. This position will manage the outsource support team through rigorous process improvement and agent performance improvement. Ultimately, drive the development of a culture of superior customer service and high performing staff.

Summary of Essential Job Functions

• Drive performance to make sure all interactions are meeting targeted expectations and align with contractual deliverables to ensure overall customer satisfaction
• Oversee daily performance of multiple line of business and provide a single point of accountability (SPOA) in line with the company expectations
• Analyze reports to identify trends and provide direction to vendors for appropriate enhancements to improve servicing
• Serve as a Subject Matter Expert for all agent performance KPIs
• Manage processes through utilizing and develop agent and site level reports
• Manage and communicate business reviews on a daily, weekly, and quarterly basis
• Leverage the L&D department to ensure expectations of agent performance are aligned
• Work with Quality to monitor the activities of the customer service teams to ensure compliance with acceptable standards of customer service
• Interact across all departments within the organization to ensure proper implementation of policy and procedures
• Travel to international and domestic sites to provide hands on management
• Coordinate and lead partner audits
• Monitor staff and compile agent and process improvement recommendations as necessary
• Perform other duties as assigned

Position Requirements

• Excellent interpersonal and relationship-building skills
• Excellent written and oral communication skills
• Excellent customer service skills with focus on journey mapping
• 5+ years of relevant experience in customer service
• Bachelor's degree preferred
• A record of accomplishment of conceiving and delivering innovative solutions that support the customer experience
• Highly motivated and self-sufficient, able to work successfully under pressure and in the face of ambiguity - proactively identify when it's necessary to take certain steps and move ahead with confidence
• Demonstrated people leadership and development success with large organizations
• Experience managing a globally distributed team of customer service agents
• A sincere passion and obsession for customers
• Demonstrated project management success
• International travel required
• Strong business judgment
• Expert skills in Microsoft Office and Excel

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.