Company Description
Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years, we've been named in the **100 "World's Most Innovative Companies" by Forbes Magazine**.
**Job Description**:
In this role, you will work directly with outsourced vendors, as well as execute special projects to meet business objectives. You'll be responsible for ensuring that Experian maintains the highest level of service, meaning efficient and accurate work. Additionally, you'll monitor and report against key metrics, partner with stakeholders to drive performance improvements, and work cross-functionally to implement needed process changes. This position will be the primary point of contact for relationships and interactions with our outsourced agent vendors.
What you will do:
- Coordinate day-to-day operations and administer company policies and procedures through BPO/vendor staff. Includes monitoring and reviewing progress and accuracy of work, company-required training, invoice review, directing service efforts and providing technical guidance on complex issues.
- Manage the performance of outsourced partners against key contact center operational KPIs, ensuring that partners consistently meet or exceed performance objectives
- Focus on building relationships with vendors, to drive the partnership. Engage key stakeholders in vendor relationships and act as the point of escalation where necessary
- Oversee service delivery and SOW results to ensure operations objectives/goals are met
- Oversee call flows and daily service delivery to ensure high quality service is achieved as measured by NPS
- Manage and report on vendor performance to SLA's and quality of service, drawing out themes/trends and identifying opportunities for improvements
- Collaborate with management and staff to ensure WFM has the proper coverage and staffing schedules for call arrival patterns and seasonality
- Identify opportunities to reduce vendor spend and increase vendor quality and efficiency
- Provide guidance to vendor partners when responding to changing business conditions.
- Monitor compliance results and QA performance metrics to hold vendor partner accountable for expected results
- Organize and develop agendas for operational meetings regarding team performance, business results and information exchange
**Qualifications**:
Required:
- We are currently working remotely, therefore, you must be able to prove you have high-speed internet service
- Strong working knowledge of omnichannel contact center operations
- Strong knowledge of Vendor/BPO call center relationships
- Strong understanding of contact center KPIs and key levers for performance measurement and improvement
- Ability to manage many projects and priorities in a fast-paced environment
- Demonstrated ability to manage remote teams, and drive accountability for business results
- Detail-oriented with good analytical skills, organizational skills, and basic financial acumen
- Strong quantitative analysis skills (with advanced Excel Skills) and use of data to make decisions and influence others
- Delivery oriented, self-managing, goal oriented and works well in matrix teams
- Demonstrated ability to mediate conflict/issue resolution with the ability to identify alternative solutions
- Deep passion for customer service with and operational excellence
- AA /AS degree or equivalent experience
- 2-4 years of leadership experience
Preferred:
- Prior BPO/Vendor experience in lines of business such as: Print/Mail, Language Translations, Europe, Middle-East and Africa (EMEA) relations
Additional Information
- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is _**_The Power of YOU_**_ _and it ensures that we live what we believe._ll your information will be kept confidential according to EEO guidelines.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
- Experian is proud to be an Equal Opportunity and Affirmative Action employer_. _We're passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we've helped people and economies flourish - and we're not done.
We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, de
