This position is responsible for the daily operation of a multi-channel customer service and retention operation including the management of Tier 1 Customer Service and Retention Vendors for Cox Ohio Newspapers.? This position is responsible for vendor selection and oversight of outsourced partners ensuring that service levels, revenue, and volume objectives are met for the newspapers. Ensures that all service level requirements are met by effective management of call center and customer satisfaction metrics. Promotes efficiency, productivity and customer focus by implementing improved processes and/or operational policies for Cox Ohio Newspapers. In addition to managing a Tier 2 in-house escalation team, the position will manage vendor contracts in a manner that reduces costs and ensures customers are retained and that all calls, inquiries and complaints are handled in a manner that ensures effective resolution and maintains or increases customer goodwill. Job Duties and Job Tasks 40% Vendor Management Activities: ? Manages day to day performance of Tier 1 vendors to execute strategies for meeting revenue, quality and service level goals for both customer service and retention operations. Review vendor KPIs and develop action plans to improve performance in identified areas. ? Ensures that effective process changes and program implementations occur at vendor sites in support of company initiatives. 30% Tier 2 Customer Service Management: ? Manages day to day operation for Tier 2 Customer Service and back office support in call center including monitoring the volume and type of escalated issues, reporting on team performance, effectively organizing the work schedule to maximize productivity of staff. ? Coordinates all departmental communication and training for staff, ensuring that all employees are prepared to support initiatives including being a liaison with sales, news, distribution and marketing. ? Develops a high performing team through selection, development and motivation of staff. 1 5% Contact Center Systems Oversight ? Oversight of contact center technologies including ACD, IVR and telephony, recording/monitoring systems and call forecasting /scheduling and workforce management activities. ? Work with IT and vendors to quickly troubleshoot any contact center system outages or incidents impacting the customer experience, communicating out root cause analysis. 15% Budgeting and Planning ? Control costs both in-house and at the vendor level through effective planning and analysis of trends. Ensure maximum efficiency and effective operation of vendors through review and reconciliation of invoices, review of service level agreements and SOWs and monitoring of performance levels. Qualifications: Education College degree or commensurate experience Experience ? Demonstrated ability to run a department ? Contact center management experience ? Ability to manage projects from planning through implementation and evaluation ? Business planning and development ? Customer service skills and experience Additional Requirements ? Operational knowledge of call center systems ? Ability to multi task in a fast-paced environment ? Excellent soft skills - good verbal and written communication skills ? Knowledge of News Cycle circulation system Interface Requirements Position should be adept at communicating with employees at all levels within CMG including front line employees, managers, and senior executives. About Cox Media Group ? Cox Media Group is an integrated broadcasting, publishing and digital media company. The company?s operations currently include broadcast television stations, radio stations, daily newspapers, and digital sites.? Additionally, CMG operates the National Advertising Platform businesses of CoxReps - the country?s biggest television rep firm - Gamut, and Videa. The company also offers a full suite of local and regional advertising services through its Local Solutions and Ideabar businesses. CMG currently operates in more than 20 media markets and reaches approximately 52 million Americans weekly across all platforms.? For more information about Cox Media Group, please check us out online at www.coxmediagroup.com . Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual?s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Statement to ALL Third-Party Agencies and Similar Organizations:? Cox accepts resumes only from agencies with which we formally engage their services.?? Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Associated topics: client service, customer, customer care, customer service, customer service representative, guest, phone call, representative, service representative, telephone