Company Description

Ready to make a difference? Experian has evolved into a global tech company and in data and analytics. We're passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses and society. We're a member of the FTSE 30 and for more than 125 years we've helped economies and communities flourish – and we're not done.

Discover the Unexpected - Our 22k amazing employees in 30 countries believe the possibilities for you, and the world, are growing. We're investing in the future, through new technologies, accomplished people and new ideas so we can help create a better tomorrow. To do this we employ 'big-thinkers' that share our purpose #uniquelyexperian

Job Description

You will have 5 years of experience in contact center leadership and manage 10 vendor relationships, which equate to an average of $3M in operating expenses. This fluctuates based on surge needs. You will manage an omni channel (Print, Voice, Ticketing) relationship approximately 300 FTE in a BAU/steady state environment with the ability to surge to 4000 FTE. You will reconcile monthly invoices and ensure accuracy of remitted invoices. You will report directly to the Vice President of Contact Center Enablement.

Responsibilities

• Coordinate daily operations and administer company procedures through BPO/vendor staff. Includes reviewing progress and accuracy of work, company-required training,
• Manage the performance of outsourced partners against important contact center operational goals, ensuring that partners exceed performance goals
• Focus on building relationships with vendors, to lead the partnership. Engage stakeholders in vendor relationships and act as the point of escalation
• Oversee service delivery and SOW results to ensure operations goals are met
• Oversee call flows and daily service delivery to ensure service is achieved as measured by NPS
• Report on vendor performance to service level agreements and quality of service, drawing out themes/trends and identifying opportunities for improvements
• Process Improvement and Innovation
• Contract development and reviews

Qualifications

• Working knowledge of omnichannel contact center operations in a supervisory or managerial capacity
• Knowledge of Vendor/ BPO call center relationships
• Manage remote teams, and lead accountability for results
• Detail-oriented with good analytical skills, organizational skills, and basic financial acumen
• Delivery oriented and works well in matrix teams
• Mediate conflict/issue resolution with the ability to identify alternative solutions

Perks

• This is a 100% remote position open to applicants who reside in the United States only
• 15 days of vacation accrual annually, five sick days, two volunteer days, and 12 paid holidays.
• Core benefits including full medical, dental, and vision
• Employee stock purchase program and 401K matching and immediate vesting
• Wellness plans, online discounts, employee discounts, pet insurance and more

Additional Information

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward and recognition, volunteering... the list goes on. Experian's people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

#LI-Remote