“We are America’s fastest growing TV brand and the third largest TV manufacturer in the world.”
TCL is looking for a Contact Center/Vendor Manager to join our Customer Advocacy team in support of our strategic initiatives and to help improve our customer experience. The ideal candidate is passionate about improving the end user experience, enjoys working with business stakeholders, and thrives on the challenge of solving complex business problems in a fast paced, rapidly growing organization. He/she will be extremely detail oriented, self-motivated, results oriented, and a great communicator. The Contact Center/Vendor Manager will interact with various cross functional teams locally and abroad, analyze data for opportunities, define and document business processes to improve our customer experience, and manage projects from design to completion.
Duties May Include But Are Not Limited To:
Serve as strategic leader between outsourced contact center vendors and internal support organization
Manage TCL technical support operations team to achieve desired NPS and KPI goals
Partner with TCL’s cross-functional teams to establish clear responsibilities and processes that maximize customer experience and operational excellence
Create detailed plans to define and implement new business processes
Identify, implement, and enhance productivity and efficiency associated with technical support operations
Lead Work Force management planning and assure SLA’s are met
Regularly present results of analysis to senior management
Perform detailed root cause analysis and plans to improve performance
Other duties as required
Bachelor’s Degree in related field, MBA preferred
Ideal candidate will have 10 plus years of Contact Center management experience, preferably within a support or service organization
Excellent verbal and written communication skills; ability to communicate effectively with different levels within the organization as well as collaborate with cross-functional business partners and technical teams
Strong project management skills desired; ability to juggle multiple projects and deliverables at once while keeping tight deadlines
Self-motivated, flexible, team player with solid multi-tasking, time management & organization expertise with the ability to manage multiple and often changing priorities
Ability to travel abroad for extended periods
About TCL North America:
We are America’s fastest growing TV brand and the third largest TV manufacturer in the world. We may be new to the US, but we are not new to the TV industry. TCL is a globally trusted brand, selling over 20 million TVs worldwide last year and ranking among the largest TV brands in the world.
TCL’s commitment to innovation is shown throughout our 35 research centers around the world – including one in Silicon Valley and a joint venture lab with MIT in Boston. The global size of the brand makes innovation technologies affordable.
Our partnership with streaming leader Roku has received huge industry and consumer acclaim. WIRED called our TCL Roku TV "the first Smart TV worth using."
In 2017, PC Mag and NY Times’ Wirecutter both selected our TVs as the best of the year and we have been consistently one of the best reviewed TVs by consumers on Amazon.com.