Senior Vendor Manager- Consumer Support

Fully accountable for STA’s Consumer Care Business -VOC. The Sr. Manager is responsible for the overall performances of Samsung Telecommunications America (STA) outsource contact service partners and Samsung owned contact centers. This positions leads the development and delivery of training products to STA and Carrier Owned/Managed contact. The Sr.Manager leads in the development of knowledge base management for STA and trade customer contact centers (Frequently Asked Questions FAQ’s). This position partners with STA Marketing to fully utilize CRM data and analysis generated by STA’s Service and Operations Group and translate into product and services development.

• Analyze business operations data (including but not limited to, First Call Resolution, Customer Satisfaction Surveys, and Data logging) to identify actionable trends.
• Direction/objective setting, improvement of quality and performance of care services.
• The Sr. Manager develops business strategy and capability, drives customer satisfaction improvement and develops new Care business opportunities within VOC organization.
• Partner with the outsource contact vendor to identify and analyze current and future business needs for CRM/Marketing Tools.
• Provide recommendations for technology solutions through planning, functional design, implementation, quality assurance and support.
• Translate business requirements into preliminary specifications and effectively communicate to development team.
• Provide database administration for CRM application including design, database management, user interface design and user administration.
• Support the Sales and Marketing community and work closely with users to assess problems and develop and implement business appropriate resolutions.


Background/Experience
To qualify for this position, the following minimal background and skill levels are required:

• Bachelor’s degree or equivalent work experience- Masters degree preferred
• 20+Years Contact Centers Management experience
• Telecommunications Industry Experience


Necessary Skills/Attributes

The following skills and abilities must be demonstrated at a proficient level:
• Project Management
• Contact Center Vendor Management
• Vendor Scorecard Implementation
• Contract Development and Negotiation
• Team Building
• Strong Analytical Skills
• Excellent interpersonal, communication, influencing and mentoring skills
• Ability to cultivate strong collaborative working relationships and contacts within work group, across other company functions and with external organizations
• Ability to work in a fast-paced environment, deliver quickly and adapt to changing demands
• Excellent interpersonal, communication, influencing and mentoring skills
• Proven ability to influence others and drive meaningful change results
• Detailed oriented person with strong leadership experience willing to take on a challenge
• Demonstrated effective writing, public speaking, and training skills; ability to prepare written materials and reports
• Business Acumen and Financial experience preferred

Physical/Mental Demands and Working Conditions
The position requires the ability to perform the essential duties and responsibilities in the following environment:

• Work generally performed in an office, electronic repair shop or warehouse environment.
• Requires some movement and transportation of supplies and materials up to 25 pounds.
• Performs work under time schedules and stresses which are normally periodic or cyclical and include: time sensitive job stress, fatigue, unpaid over-time, intellectual challenge, constant technical data feedback, language barriers, and product management Stress.
• Machines, tools, equipment, and work aids (such as safety equipment) is representative and commonly associated with warehouse and electronic test work including first aid kit, safety glasses and repair technician test devices.
• Operate a computer keyboard and view a video display terminal more than 75% of work time, including periods of prolonged use. High hand/finger dexterity with fine motor coordination skills performing work within a physically mobile environment.
• High numeric and character detail distinction and moderately high visual acuity for the preparation of documents and information.
• Occasionally works additional hours beyond normal schedule.
• Minimal travel to customer or STA sites of 10 percent of time or less.


Please send resumes to jmcmurtrey@sta.samsung.com and reference Sr. Vendor Manager- Consumer Support