| Job Title | Customer Service Vendor Management |
| Job Type | Full-time |
| Job Location |
East Granby ,
CT
US
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| Salary Range | |
| Date Posted | 7/12/2010 |
| Positions Available | 1 |
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| Company Information | |
| Company | Stubhub |
| Website | www.stubhub.com |
| | |
| Job Information | |
| Description |
StubHub is the world's largest ticket marketplace, enabling fans to buy and sell tickets to tens of thousands of sports, concert, theater and other live entertainment events. The company's unique online marketplace, dedicated solely to tickets, provides all fans the choice to buy or sell their tickets in a safe, convenient, and highly reliable environment. All transactions are processed and delivered by StubHub and backed by the company's FanProtect Guarantee™.
Company partners include the New York Yankees, Chicago Bears and the University of Southern California along with nearly 60 teams in the NFL, MLB, NBA, NHL and NCAA complemented with music artists like Madonna and companies such as ESPN and American Express.
The Customer Service Outsource Manager will be responsible for the leadership, success and growth of a customer facing team that ensures our fans are provided with world class service while providing tickets to sporting events, concerts, and theatre performances. Create and nurture an exceptional business relationship with Stubhub's outsourced customer service business partners across the departments and company. Works closely with all CS Operations to ensure outsource vendor strategy aligns with corporate long term strategy. This position is directly accountable for outsource partner performance ensuring the delivery of an efficient, high quality end-to-end Stubhub customer experience for customers across the competitive market. Primary focus of the role falls into three core areas:
Quality & Training
Communication
Staffing/Scheduling
Responsible for analysis of outsource performance (sales, cost, quality, productivity) identifying trends/patterns of performance issues/concerns and recommending appropriate solutions.
Working with the CS Operations and workforce management teams to establish optimum outsource forecasts and schedules.
Ensures partners have access to, are trained on and fully leverage our Call Center tools and technology.
Negotiate and ensure attainment of SLAs
Overall performance management from a KPI perspective; oversee, track and resolve escalations on site and provide feedback as needed
Accountable to ensure training in all tools, skill set requirements, change management
Partner with Finance to ensure financials align, approve invoices
Accountable to manage the vendors in achieving forecast and headcount
Standardization of M&P and Call Routing
Ensure same access to tools, process, capabilities (to handle interactions and escalations)
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| Qualifications |
Qualifications:
BA/BS Degree
3-5 years call center and vendor management experience
Budget management experience. Including issuing Purchase Orders, Paying Invoices, Forecast staffing needs.
Demonstrated analytical skills, as well as strong verbal and written communication skills
Demonstrated leadership and influential capabilities
Must possess a high level of creativity and ability to manage from conception through implementation
Strong interpersonal skills (open, friendly, and supportive attitude)
Ability to convey customer focused solutions
Analytical thinker to drive process improvement
Microsoft Office – Excel, Word, Power Point
Avaya / CMS Supervisor reporting
Familiarity with Siebel and Citrix environments
SharePoint Designer experience
Sports and/or music industry experience a plus
Prior Ticket Brokerage experience a plus
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| How to Apply |
http://www.ebaycareers.com/Home.html
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