Senior Manager Contact Center Back Office Operations (323252)

Senior Manager Contact Center Back Office Operations (323252)
Management Support, Regular Full-Time
# Samsung Electronics America _,Ridgefield Park New Jersey , Ridgefield Park New Jersey_
Nov 7, 2017
# General Description
Responsible for supporting the management of all agent groups under the back office umbrella, which include: potential product liability, exchange and refunds, and pending management. Also responsible for managing policy compliance to function such as; free repair allowance, transactional error rate, and any gaps within a current process. This will require collaboration between contact center operations and other service support teams. The contribution of the Senior Manager for Back office will improve the consistent flow of error reduction and overall pending management to enhance the customer service experience.
Experience in caller and customer support project management would be valuable.
# Necessary Skills / Attributes
+ Bachelor?s degree required
+ 10+ years relevant experience in customer service process improvement or pending management
+ Experience creating process flows, procedural documentation and business reporting to include KPI measurement
+ Experience using Microsoft PC software including extensive use of Excel spreadsheets, Word, Access, and SAP business system, or similar sales order management software application
+ Responsible for managing functions performed by team of 10+ employees
+ Analyze transaction trends to suggest improvement in process/policy
+ Monitor LTP (long-term pending) for potential liability and exchange/refund transactions
+ Ensure compliance on error rates are being managed by the Vendor Operations team
+ Coordinate between AP, Product Liability, and Exchange/Refund Audit teams to continue improvement in day-to-day operation
+ Authorize out of policy resolution for certain customer cases
+ Assisting in coordinating different service teams to drive improvement for customer impacted policies driving a negative journey
+ Presenting team strategy, goals, and completed improvements to upper level management
# Company Information
BIG THINGS HAPPEN HERE. The amazing products for which Samsung is known world-wide are the results of the amazing people who work here. Their talent, creativity, dedication, and commitment to innovation are what make us who we are. To continue to be a world leader in technology, we focus on attracting the best talent available and offer a corporate culture in which every individual can challenge themselves to discover how good they are, and how great they can become.
Headquartered in Ridgefield Park, NJ, and with offices in Richardson, TX and Palo Alto, CA, Samsung Electronics America, Inc. (SEA) is a wholly-owned subsidiary of Samsung Electronics Co. Ltd. and a world leader in technology. We market a broad range of award-winning consumer electronics, smartphones, information systems, and home appliances. Samsung's philosophy is based on our strong determination for growth, perpetual innovation and responsibility to corporate citizenship. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry. Our company is currently ranked #7 in Interbrand?s "100 Best Global Brands," and named #3 on the Boston Consulting Group list as one of the world's most innovative companies in 2014.
At Samsung we work hard every day. It is a fast-paced and challenging work environment, and we are a nimble team that constantly pushes ourselves to be the best. If you have energy, passion, dedication and drive, and you thrive in a fast-paced workplace, the rewards at Samsung are many. Imagine working for a global company that is a world leader in innovation, in an environment where exciting things happen every day. Imagine working with an amazing group of visionaries/ individuals who make products that bring joy to millions of people across the globe every single day. Imagine where you want to be, and who you want to be. At Samsung...the possibilities are limitless. Apply today and find out why LinkedIn ranked us as one of North America?s Most InDemand Employers in 2014.
To this end, we follow various protocols during the recruitment process, including but not limited to, avoiding the inadvertent disclosure of confidential information of the applicant?s former employer.
Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.

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