As the Director, OperationsManagement within the North America Customer Service and Support (NACSS) forthe Higher Education Line of Business, you will be responsible for managingoperational excellence with our outsource partners in the Philippines (andother locations as needed). This role isto manage the outsourced technical support business end-to-end with thevendor(s) in order to maximize quality of service (e.g. customer satisfaction),costs and operational performance.
In this position, you will play a keyrole in driving and optimizing the integration of business processes andsupport services into our outsource partners in an effort to drive customersatisfaction, retention and loyalty. This individual will own the Service Delivery for steady state business,product releases, business changes, support model optimization, newtools/technologies landing with successful business outcomes into contactcenter, and operational initiatives -- all while playing a pivotal role insharing best practices in service strategy initiatives across NACSS andGlobally.
KEY RESPONSIBILITIES
Be a focal point and drive all day-to-dayengagement and relationship management with the outsource vendor where itrelates to technical support.
Manage and deploy key strategic initiativesacross outsourcing vendor partners to drive customer satisfaction, agentsuccess and improved efficiencies.
Be responsible for the quality and performanceof all delivery aspects of technical support for students, educators andadministrators using Pearson Higher Education Online Products
Meet all quality and customer satisfactiontargets as measured through the customer survey process and meet keyperformance indicator (KPI) targets as set out internally and the Statements ofWork (SoW)
Work closely with outsourcing vendor partnersand cross-functional teams (WFM, Reporting, Training, IT/Technology) to assessand manage performance of the vendor.
Drive Agent Enablement and Empowermentinitiatives, and act as Agent productivity advocate back into Pearson.
Actively participate in the management ofcustomer concerns to respond to and resolve customer complaints/escalations ina timely manner
Ensure technical and operational readiness ofthe vendor for all policy changes, support offerings, new technologyimplementations, and new product releases and launches.
Work with training resources at Pearson and thevendor to maintain and increase vendor skill sets.
Ensure vendor capability to support contingencysituations such as unexpected volume increases, e.g. service impacts
Ensure continuous continuity with telephony andnetworking systems, and manage site redundancy and lever plans.
Work with Pearson WFM team and vendor to manageappropriate staffing requirements, utilization, and occupancy as it relates toassign outsource vendors and sites.
Qualifications
QUALIFICATIONS
At least 10 years working withoutsourcing vendors and ability to build and lead virtual teams.
Must be experienced with core callcenter operational areas, such as training, scheduling, workforce management,enablement, financials, and IT/Telecom.
Experience managing a dynamictechnical support business
Ability to organize and work underpressure with quick turnaround on results while juggling multiple tasks andissues
Excels in strategic thinking,ability to anticipate obstacles and develop proactive solutions, drive forresults through execution and attention to detail.
Passion for customer experience
Ability to quickly assess callcenter performance issues to identify drivers and formulate action plans.
Good presentation skills andconfidence
Exceptional leadership skills
Outstanding collaboration skillswith proven experience managing outcomes across v-teams
Bachelor’s degree
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