Service Provider Management Specialist - Customer Contact Center (10057)

NAVTEQ is the leading provider of digital map data for Vehicle Navigation, Internet & Wireless applications and Business Solutions. Cutting edge applications such as these are part of a growing set of applications that enhance consumer's access to information while they are mobile. We have coined the term informed mobility' to represent this emerging need.  NAVTEQ data is used in virtually all of the leading navigation systems in both North America and Europe. Our customers rely on NAVTEQ digital map information for use in their applications based on its accuracy, detail and completeness.  We are currently looking for a Service Provider Management Specialist – Customer Contact Center (Vehicle) – 10057 in Chicago, IL. Summary: The Program Manager Customer Contact Center is the daily tactical business contact between the North American customer contact center service provider and NAVTEQ sales organization and directs all aspects of managing needs and solutions for the sales organizations to meet their revenue goals associated with the direct to consumer and dealer sales.   Responsibilities: Co-ordinate and manage daily tactical business requirements of the Service Provider including but not limited to: Act as the daily contact for all matters related to the Service Provider Handle escalated queries from the Service Provider Monitor and analyze Service Provider’s metrics and identify any trends Develop analysis for potential new opportunities within the framework of the department Prepare project implementation checklist for each assigned project Determine the critical success factors for each project as related to the service provider Maintain/develop work instructions and/or procedures for the Service Provider Ensure that the Service Provider’s script/knowledge base contains all and correct information Monitor Service Provider’s calls and emails and ensure that a high quality level is met Manage mailing lists for direct and e-mail marketing campaigns; ensuring timely load into CRM database and extraaction Responsible for reporting and analysis on daily and/or weekly and monthly basis Own and manage corrective actions process Use problem-solving skills to analyze corrective actions weekly and monthly to identify trends Drive root cause analysis/corrective action process to ensure account team is improving service levels by analyzing corrective actions. Ensure customer and/or sales agrees with closure Follow through with the relevant departments, ensuring corrective actions are resolved in a timely manner Contact internal and external customer with respect to operational issues Requirements:  Bachelor’s degree in Marketing, Business, or related field Ideal candidate must have an understanding of the contact centers and experience in a consumer environment as well as dealing with Sales and Marketing requirements Ability to effectively listen and capture customer needs Three years experience in fast moving Business-to-Business and or Business-to-Consumer marketing, product management or sales role, preferably technology, software or database-related Working knowledge of business management process Excellent organizational, social and communication skills Excellent planning and analytical skills Excellent communication, adaptability and teamwork skills are important to success in this role. Ability to successfully manage competing priorities and projects with minimal supervision Proficient in MS Office Suite - Word, PowerPoint, Excel; MSAccess; MS Project; Outlook Must have the ability to travel frequently Due to the worldwide contacts the candidate must have the willingness and availability to work outside normal office hours NAVTEQ is an Equal Opportunity/Affirmative Action Employer M/F/D/V        JOB TITLE: Service Provider Management Specialist - Customer Contact Center (10057) COMPANY: NAVTEQ LOCATION: Chicago, IL 60606 STATUS: Full Time, Employee JOB CATEGORY: Customer Support/Client Care RELEVANT WORK EXPERIENCE: 2+ to 5 Years CAREER LEVEL: Experienced (Non-Manager) EDUCATION LEVEL: Bachelor's Degree EMAIL: Apply by Email REFERENCE CODE: 10057