Manager, Chat Vendor Operations

4 weeks ago

Toronto, Canada Infotek Consulting Inc. Full time

We are looking for a Vendor Manager for our call centre/ contact centre operations. This is a full time permanent engagement. Person will be required to work hybrid with 3 days a week on site in Downtown Toronto.


Manager, Chat Vendor Operations & Support

Location: 3 days on-site in Toronto


The Manager, Chat Vendor Operations & Support will oversee the day-to-day operations of the client’s non voice channels – with primary focus on vendor management of the client’s CHAT support team(s). With the expansion and increased focus of non-voice interactions, this role will manage the operations of chat, email and social media interactions (planning, quality, budgets, reporting) while continuous working on expanding web-based interactions to meet growth targets and driving tangible improvements in customer experience.

Secondary focus of this role will include managing our executive response support – both directly and via existing call centre vendors. In addition, this role will support legal requirements as they relate to customer issues and policy.


Web-Based Interaction Management (Chat, Email & Social Media) ~80%

•Day to day operations:

oStaffing requirements:

▪Forecasting (Daily, weekly, monthly, annual)

oQuality:

▪Run weekly calibration sessions with vendors

▪Establish quality targets and protocols/ Audit and evaluate quality performance

oCSAT

▪Establish CSAT targets/ performance manage on results

▪Develop plans to drive continuous improvement to metrics.

oTraining / Coaching

▪Assist in creation and facilitation of training/coaching to support new product launches, processes, and performance improvement initiatives.

•Expansion of chat usage

oPromote/ expand BOT functionality and automated support in line with the client’s technical roadmap

oWork with internal stakeholders to promote non-voice channels

oDefine, Measure, Analyze, Implement and control process improvements that make a tangible change to performance

•Reporting

oCreate and distribute operational reports (Daily dashboards, ad hoc reports, and Executive dashboards)

•KPI performance (Sales, Retention etc.)

oSupport organization with meeting/exceeding Sales and Retention KPI performance

•Executive level communications

oEffectively communicate status updates, enhancements, and performance with all levels of the organization.

•Budget

oAssist in managing monthly budget and be a key contributor to the annual budget cycle.

•Vendor Management

oDevelop a working relationship with the chat vendors that ensures maximum performance.

•Project manage new technology/IT implementations.

oLead and project manage new technology/IT implementations.

oReview BRD’s and support UAT testing.


Executive Response: ~ 20%

•Business prime for executive escalations/ Oversee departmental function

•Ensure response and quarterback/implement expected resolution for:

oExecutive

oCRTC, BBB, Investor Relations, Attorney Correspondence

oDirect Head Office and Vendor

•Develop and maintain reporting to identify trends and metrics

oReview and identify root cause for all escalated complaints and utilize this information to improve communication within the customer care centers ensuring best practices are implemented

oMake recommendations to senior management regarding changes to deficient process as observed through calibration and Escalation management

oLead implementation of any changes in accordance with related objectives

•Legal

oOversee legal requests related to account investigation, confirmation of accounts and closure

•Account support for Field Operations and Executive Assistants



MUST HAVE;

•3-5 years’ relevant experience (vendor management for Customer Care operations)

•2+ years of managing Customer Care operations – preferably in non-voice channels

•Proficiency in Microsoft Office applications – Excel

•Excellent communication skills and experienced in delivering to Senior Leadership (including C level)

•Stakeholder project experience for technical migrations

•Budget/ forecast/ Workforce management

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