OVERVIEW OF THE COMPANY
Under the FOX banner, we produce and distribute content through some of the world's leading and most valued brands, including: FOX News, FOX Sports, the Fox Network, and the FOX Television Stations. We empower a diverse range of creators to imagine and develop culturally significant content, while building an organization that thrives on creative ideas, operational expertise and strategic thinking.
The Senior Manager, Customer Care Ops is the primary liaison for our contact centers. The role is integral to our ability to partner with our outsourced sites and deliver an exceptional customer experience with each interaction. The Senior Manager will establish the policies and procedures that will shape the interactions our customers have with the frontline (agents). The candidate will use qualitative and quantitative data to refine our processes and create a culture of continuous improvements.
Our Senior Manager should have a passion for serving customers and will inspire others to want to take care of our customers too. The position will also measure the impact our customer care operations is having through customer satisfaction, budget efficiency and stakeholder sentiment on how our customer services are affecting individual FOX brands.
A SNAPSHOT OF RESPONSIBILITIES
Develop and implement customer care policies.
Drive quality and consistency.
Monitor programs and procedures to ensure customer satisfaction, in addition to business objectives being met.
Develop and implement procedures pertinent to the effective and efficient operation of our customer care support.
Solicit feedback from the frontline, coupled with quantifiable system data to inform stakeholders on KPIs and insights on business topics.
Maintain in-depth working knowledge of BPOs, including their basic operations, systems and processes.
Act as a resource in resolving customer issues brought to the Department; effectively become the primary point of contact for contact center escalations.
Provide feedback to the company regarding service failures or customer concerns.
Closely monitor and analyze performance metrics, developing scorecards, and interpreting nuances of performance on costs and customer satisfaction.
Collaboration & Partnerships
Coordinate with extended Customer Care team to ensure a fully operationalized frontline, including: training, scripting, service platforms, troubleshooting, QA.
Partner with 3rd party contact center(s) (BPOs) to develop operating plans within budget and forecasted volumes.
Maintain healthy working relationships with internal clients and stakeholders, helping guide an improved customer experience specific to the respective lines of business.
Demonstrate an aptitude in both interpreting and mining data; readily uses data to drive decisions and provide direction.
Partner with our Tools & Tech lead, as well as our Marketing Analytics lead to publish detailed reports on agent and contact center performance, as well as trends and insights gathered from customer interactions.
People Management & Development
Inspire a culture of continuous learning, especially in emerging technologies.
Champion career development programs to retain top talent.
Build and motivate high performing teams to deliver high quality products.
Deliberately create an environment that fosters the development of all-star team players.
WHAT YOU WILL NEED
Level & Role Specific Qualification
8+ years experience managing operations or project management.
5+ years customer care experience.
Proven relationship management experience, preferably with direct experience managing an outsourced site.
Strong customer focus with a clear understanding of the wider issues impacting the customer experience.
Working knowledge of contact center technologies, including chat platforms, telephony, CRM, and similar desktop systems.
Bachelor's degree in Business, Economics, or related field.
Demonstrated ability to motivate and communicate with others at all levels.
Able to adapt and succeed in an ambiguous and changing environment.
Evidence of well-developed leadership skills.
Provide thoughtful leadership and enjoy problem solving.
Exceptionally organized and feel confident stepping into ambiguous situations.
Care about your team and their diverse perspectives and are invested in their success; enjoy being in a role that requires extensive coordination and collaboration across multiple functions.
Excited to transform the way we support our customers by finding the intersection of technological advancements and tried-and-true customer service principles.
LOVE people and feel a responsibility to provide the best service possible!
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.