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LTAM Vendor Operations Manager

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Location:
Plano, TX US
Other Location(s):
Job Id:
JR0019293
Job Category:
Product Development / Engineering
Job Description

Person will be responsible for running all aspects of McAfee's $2M outsourced Consumer Support operations for the Latin American Theater: Consumer Technical Support (TS) & Customer Service (CS), Partner Support, & Corporate Customer Service (for Enterprise operations) consisting of 45+ headcount at our vendor's Bogota, Colombia location. These operations span multiple contact channels (Chat, Voice, Email, and Web) & specialized queues to achieve optimum service delivery and partner SLA attainment. Primary Responsibilities: 1. Vendor Management - Tactical and Strategic Operations 2. Partner Management - Client/Partner Relationship Management 3. Performance Management - All KPIs and Critical Service Delivery Targets, SLA Enforcement 4. Process Improvement - Based on a continuous improvement model 5. Technical Support Leadership - Serve as technical support segment thought leader Primary Duties: 1. Performance management and daily engagement with outsourced vendor managers and client partners 2. Call volume forecasting for both dedicated FTEs and Price per Min PPM staffing models 3. Plan staffing variables/adjustments post-forecasting 4. Manage and attain goals on all Customer Satisfaction metrics including strong focus on Net Promoter Score NPS 5. Manage and attain goals on tactical Service Level metrics - Average Handle Time, Abandonment rates, and other associated KPIs 6. Participate in process improvement planning and discussions with Shared Services and peer management stakeholders in Consumer & Corporate Support 7. Manage new queue transitions, new product/service launches, & ad hoc project management 8. Audit monthly vendor invoices ~$158K and participate in revenue & expense management discussions 9. Participate in discussions with sales account management related to Geo, team performance, and pre-sale deals 10. Represent LTAM Consumer Technical Support at internal and external Quarterly Business Reviews & Monthly Operational Reviews 11. Create/manage/present detailed Monthly & Quarterly operational reports/presentations to showcase LTAM Geo's Support results


Qualifications

Mandatory Experience:
1. Bachelor's Degree / MBA or equivalent work experience
2. 6-8 years minimum of work experience
3. Technical Call Center operations knowledge and management experience required, within Software Industry a plus
4. Minimum 3+ years of managerial experience leading a team size of 50+ directly or on a similar outsourced model
5. 3+ years of engagement in direct client relationship management, if candidate was working with an outsourced vendor
6. Experience managing services to contractual requirements, writing contracts and/or modifying contracts
7. Should have managed multiple queues/Lines of Business (LOBs) concurrently
8. Willing to work flexible hours of operations (this is not a 9am to 5pm job)
9. Excellent Written, Verbal, & Presentation skills
10. Fluent Spanish and/or Portuguese & English skills preferred, LTAM native with education/work experience in US/EMEA would be a plus
11. Advanced proficiency in Visio & MS Office: Excel, PowerPoint, Word, Project & Outlook
12. Technical expertise with PC, MAC, and Mobile hardware/software & operating systems, Avaya CMS, ATT Route It, LogMeIn Rescue, SalesForce, & Siebel on Demand CRM
13. Willingness to travel to Colombia for a week during first 6 months, then to <10% annually

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