HomeServe USA

  • Vendor Manager

    Job Locations US-TN-Chattanooga
    Job ID
    2018-2854
    Category
    Contact Center Operations
  • Overview

    HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!

    Responsibilities

    Position Overview:

    The Manager will be the daily point of contact with third-party call centers that are providing outsourced call servicing for HomeServe USA. The Manager is accountable for managing the relationship between the HomeServe leaderships team and vendor leadership to ensure compliance with processes and policies.
    The Manager will identify, conduct and evaluate performance trends and analyze data to drive continual improvements in the HomeServe customer experience.


    Responsibilities:

    • Working with the third party partners to establish metrics to monitor and manage customer satisfaction, efficiency, and costs.
    • Working with partners to identify actions and initiatives to improve customer satisfaction, efficiency, or costs, and ensuring these actions are implemented, as appropriate, in HomeServe organizations and systems.
    • Oversight and approval of vendor invoices, with a focus on accuracy of billing and reduction in unnecessary expense.
    • Overseeing escalation and inquiry ticketing process between internal and external stakeholders with a focus on efficiency, quality of responses and volume management.
    • Working with HomeServe production management and customer experience teams to establish procedures, metrics, and KPIs that ensure a seamless and consistent customer experience.
    • Working with the partners to monitor and engage the most efficient staffing at contact center; working with HomeServe managers to recommend staffing and organization for escalated issues handled by HomeServe.
    • Making recommendations about changes in the level or type of service provided by the partner.
    • Ensuring that training of new agents is done in an effective and efficient manner in line with HomeServe policy and updates.
    • Ensuring that new HomeServe products, services, and partners are communicated to the vendors, and that the vendor’s agents are prepared to address customer inquiries about these new products and services.
    • Mediating and recommending solutions to services or issues not anticipated in the agreement between HomeServe and the partner.
    • Making recommendations regarding the choice of systems that are used to transmit data between HomeServe and the partner. Working with the HomeServe IT department to communicate problems and inefficiencies.

    Qualifications

    Experience Required:

    • Have quantitative and analytical skills to interpret data and metrics to improve customer satisfaction, efficiency and costs. This includes reading daily reports on volume and activity of phone, email, and social media inquiries, and interpreting this information into recommendations for improving the HomeServe customer experience.
    • Be process-oriented to contribute to the design and execution of implementation plan.
    • Have attention to detail to manage and execute the third party relationship and agreement. Familiarity operating in B2B and B2C business models is preferred.
    • Be technologically adept to enable full usage and functionality of the systems that monitor customer service activities.
    • Have the ability to work independently and take initiative to optimize all aspects of the customer service experience.
    • Have experience working cross-functionally and collaborating with various departments and stakeholders.
    • Have the flexibility for regular travel to vendor sites and be prepared for last minute travel due to unforeseen business needs.

     

     

     

    Job Requirements:

    • A Bachelor's degree in Business, Marketing, Economics, or related field.
    • 5+ years of experience with outside call center management, vendor performance management, process design, performance analysis/metrics and contract management.
    • Strong interpersonal and relationship building skills with internal and external parties.
    • Excellent communication and presentation skills.

     

    In return we offer

    HomeServe USA is an Equal Opportunity Employer

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