The Estee Lauder Companies Manager, Vendor Resources in Florida
Manager, Vendor Resources
Brand: Estée Lauder Companies Corporate Departments
The ACCC Vendor Team Manager is responsible for the effective day to day management of the hired vendor call center operation for the U.S and Canada, ensuring that performance KPIs are met and High Touch Service is delivered consistently. The Manager is located with the vendor team (outside of the ACCC) and is responsible for disseminating internal communications, coordinating local brand training, and providing the vendor team with support and guidance.
Key Roles & Responsibilities
30% - Work directly with vendor to ensure departmental KPI’s and service metrics are achieved on a daily weekly monthly basis. Work with vendor to develop staff schedules and regularly update these based on changing consumer demand, ensuring efficient use of staff and maintenance of KPI’s.
25% - Act as the custodian for consumer’s experience with the vendor, ensuring High Touch service delivery at all times. Work with the Training & Quality Manager and the Operations Manager to identify development areas and implement action plans to address these. Analyse contact data and identify opportunities to improve processes and consumer experience. Work with the Training & Quality Manager to achieve quality targets and continuously improve service delivery.
25% - Act as liaison between GCC and the outsource vendor for all information dissemination. Work with vendor to ensure that all information is communicated in a timely and accurate manner, assisting the vendor in maintaining established service levels. Oversee budgetary compliance and work with vendor to maximize efficiencies. Work with vendor to oversee GCC fulfilment operations.
15% - Coach and develop vendor team leaders and provide support in managing front line employees. Monitor performance of teams through team leaders and ensure all employees have active and relevant performance appraisals. Conduct regular cascade sessions to vendor contacts to communicate key messages. Resolve any escalated customer and consumer complaints and manage any trends or risks identified.
5% - Provide timely and ongoing evaluation of vendor services, meeting regularly with management to ensure adherence to all EL goals and objectives for efficiency, productivity and service expectations. Collaborating with the Training & Quality team, recognize and celebrate individual and team accomplishments through personal/individual recognition and incentive schemes.
At least 5 years in a Care Center / Customer Service Management role
Thorough knowledge and understanding of care center technology, processes and operations
Proven leader with excellent communication and engagement skills
Strong ability to coach, guide and mentor employees at various levels and stages of their career
Ability to drive and manage change and improve results whilst fully engaging teams and direct reports
Strong experience and evidence of collaboration, excellent negotiation skills and the ability to effectively manage conflict
Schedule flexibility is a must. Some nights, weekends, and holidays may be required.
Job: Customer Service
Primary Location: Americas-US-Florida
Job Type: Standard
Shift: 1st (Day) Shift
Travel: Yes, 10 % of the Time
Job Number: 164037