Experian Hiring for Contact Center Customer Care Vendor Coordinator (Remote) Job at Allen, TX Full Time

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.

“As the consumer’s bureau, we want to ensure that as many people as possible can access and participate in the financial system, and we believe everyone deserves a fair shot at achieving their financial dreams.” – Craig Boundy, CEO Experian North America

Experian’s a leading Analytics Enterprise

We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped businesses grow, consumers and small businesses gain access to financial services, and economies and communities flourish – and we’re not done

Our 17k amazing employees in 40+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow

To do this we employ the greatest and brightest minds that share our purpose and want to make a difference. We’re avid problem solvers. We embrace our diversity yet share similar values and growth mindsets

What’s your next professional and personal goal? Let Experian help bring this to life

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

Required:

• 
  We are currently working remotely, therefore, you must be able to prove you have high-speed internet service
• 
  You can test your home internet speed by using this link: https://speedtest.net/
• 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

Key Competencies:

• Emotional Intelligence
• Communication
• Coaching
• Analytical Thinker
• Strategic Thinker
• Service Oriented
• Performance Execution
• Planning and Organization
• Inspiring Others
• Conflict Resolution
• Facilitating Change

Additional Information

All your information will be kept confidential according to EEO guidelines.

Culture at Experian

Our uniqueness is that we truly value yours.

Experian’s culture, people and environments are key differentiators. We take our people agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, engagement, collaboration, wellness, reward & recognition, volunteering… the list goes on

We’re an award-winning organization due to our strong people focus

Experian isn’t just growing, we’re leveraging cutting edge data science, design thinking and passion to build tomorrow’s credit solutions. Innovation is a critical part of Experian’s DNA and culture

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 and it reflects what we believe. See our DEI work in action!

If you live in Colorado, Connecticut or New York City, please contact us here for the salary range of this position (include this Job Title in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian U.S. employees are required to be fully vaccinated for COVID-19.

Experian Careers – Creating a better tomorrow together

Find out what its like to work for Experian by clicking here