Operations Assistant, Team Administrator
RTS
Senior Manager, Contact Center Operations
Google Fiber
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $158,400 - $232,300 per year
Job Level
Senior
About the role
- Deliver on customer acquisition goals through continuous improvements in conversion rates.
- Deliver the best in class customer experience by supporting channel strategy and managing Sales and Customer Service contact centers across phone, email, chat.
- Support/lead cross-functional work efforts within GFiber related to Sales and Customer Service Contact center scope.
- Identify and collaborate with external partners for call centers; drive and implement best practices and innovate go to market model.
- Manage multiple vendors and their contact center KPIs (conversion rates/CSAT in sales queue; Service Levels/CSAT/Repeat Rates in Service queue).
- Drive performance accountability with vendor partners and manage service levels and other core Contact Center performance metrics.
- Drive cost reduction programs (e.g., reduction of unnecessary truck rolls).
- Drive continuous revenue growth via churn improvements and maximizing upsell opportunities.
Requirements
- Bachelor’s degree in Business Management, or equivalent practical experience.
- 5 years of experience in an Internet Service Provider (ISP) Call Center Vendor Management role within Sales and Customer Service contact centers
- Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets or Dashboard Software) to performance manage results.
- 5 years of experience in leading and managing managerial teams.
- Ability to travel internationally up to 25% of the time.
- Master’s of Business Administration (MBA) degree (preferred)
- Experience in B2C sales; experience building strategic analytical plans (preferred)
- Track record of performance improvement and excellent call center operational skills (incl. workforce management elements); experience with Contact Center tools (e.g. IVR, CRM/Salesforce, etc.) (preferred)
- Ability to adapt quickly and effectively operate with enthusiasm in a fast-paced, constantly evolving team environment; self-starter with great analytical mindset and ability to work independently and on multiple initiatives at the same time (preferred)
Benefits
- bonus
- cash award
- benefits
- Applicant accommodations (accessible, inclusive workplace; accommodations for applicants form)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisvendor managementperformance managementB2C salescall center operationsworkforce managementconversion rate optimizationcustomer satisfaction (CSAT)churn improvementupselling
Soft skills
leadershipanalytical mindsetadaptabilityself-starterenthusiasmteam collaborationmulti-taskingcommunicationproblem-solvingperformance accountability
Certifications
Bachelor’s degree in Business ManagementMaster’s of Business Administration (MBA)
