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    Sr. Account Manager, Vendor - Tucson, United States - Penn Foster Inc

    Penn Foster Inc
    Penn Foster Inc Tucson, United States

    16 hours ago

    Default job background
    Description
    The Senior Vendor Account Manager holds primary responsibility for the overall growth and strategy of the vendor operation. This position leads change and process improvement and influences the larger organization on strategy and decision making.

    This position works directly with leadership in vendor organization and Sears contacts to ensure that call center operations drive an exceptional customer experience, revenue growth, and expense management.

    Additionally, this position is responsible for the achievement of all operating metrics, sales revenue growth, and customer experience improvements for assigned vendors.

    Responsibilities/Skills/Experience Requirements

    Job Duties/Responsibilities:
    Identifies and implements opportunities to leverage vendor capacity and other efficiencies to improve overall cost of operations
    Uses direct relationships with vendors effectively to achieve goals, influencing others to meet deliverables
    Maximizes revenue on each customer contact
    Ensures vendor contract and Statement of Work compliance, and follows through to ensure non-compliance issues are quickly addressed
    Develops overall operating strategy and standards with vendor, including customer experience, training strategy, culture, associate policies, revenue growth, and expense management
    Develops key operating metrics and reporting processes
    Collaborates with vendor on a daily basis to address operating issues
    Ensures customer experience and call quality exceed established standards
    Works with Training Manager and vendor to develop and implement associate training
    Oversees development and execution of vendor staffing strategy
    Develops and manages implementation of new initiatives to drive growth and improve the customer experience
    Monitors all operating metrics and business performance
    Directly supervise one or more salaried professionals supporting key vendor accounts
    Visits vendor's call centers (often international) to execute responsibilities
    Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates


    Job Requirements:
    Ability to create and manage a sales culture
    Supervisory skills
    Ability to work directly with vendors, including management of contractual expectations
    Successful career progression, with a history of increasing levels of responsibility
    Strong communication and influencing skills
    Highly skilled in problem solving, with the ability to convey innovative ideas and communicate complex theories to senior levels of management
    Ability to manage a remote and dispersed customer focused and customer satisfaction-based organization with bottom line impact
    Change management skills
    Ability to travel internationally on a frequent basis
    Ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
    Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
    Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
    Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations
    All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)
    Years Experience

    • 10 Years Experience
    Travel Requirements
    None

    Country
    United States

    Work-In Location
    49011: SEARS HS-TUCSON SUPT CTR

    Work-In Address 1
    4755 S BUTTERFIELD DR

    Work-In City
    Tucson

    Work-In State

    AZ
    Work-In Postal Code
    85714

    Business
    Transformco Member Services Organization

    Job Function
    Call Center

    Employment Category
    Regular, Full-time

    Compensation Range
    N/A

    Additional Compensation Explanation
    N/A

    EEO/EOE Footer
    Equal Opportunity Employer / Disability / Vet.

    Posting Tags
    #CallCenter, #IHSupport

    Company Brand
    Sears Home Services

    Location City
    Tucson

    Sr. Account Manager, Vendor | Transformco
    #J-18808-Ljbffr
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