CBS Corporation Sr. Manager, Customer Care in Fort Lauderdale, Florida
Sr. Manager, Customer Care
CBS BUSINESS UNIT: CBS Interactive
JOB TYPE: Full-Time Staff
JOB LOCATION: Fort Lauderdale, FL
CBS Interactive is the premier online content network for information and online operations of CBS Corporation as well as some of the top native digital brands in the entertainment industry. Our brands dive deep into the things people care about across entertainment, technology, news, games, business and sports. With over 1 billion users visiting our properties every quarter, we are a global top 10 web property and one of the largest premium content networks online.
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Our Marketing, Distribution & Operations team within the CBS Digital Media group is charged with distribution and monetization of premium CBS content across the spectrum of digital partnerships and business models. These include our direct-to-consumer subscription service CBS All Access, ad-supported streaming across our CBS digital properties and CBS Audience Network partner sites such as YouTube, MSN and Yahoo, transactional digital storefronts such as iTunes and Amazon as well as digital MVPD products and partnerships.
We are a diverse and agile group that works in an exciting and fast-paced environment, working cross-functionally across different departments and partnering with multiple technology/distribution partners to ensure that we deliver CBS content to consumers, however and wherever they want to consume it.
We are looking for an experienced customer care leader to support and oversee the external Customer Service / Call Center team. He/She will be responsible for managing the vendor relationship, act as a liaison and main point of contact between the customer service center and CBSi (marketing, product and engineering) teams. The successful candidate will be based in Fort Lauderdale, FL.
Act as business lead / representative with the external customer service team. Partner with the customer support team to design strategic plans, resource support and ongoing initiatives to support organizational goals.
Responsible for the Balanced Scorecard and KPI’s associated with each business unit. Has indirect operational accountability for operations in a Shared Services environment. Analyze agent level data, center data and set key target objectives based on industry / performance trends.
Conduct ongoing, training sessions to instruct staff on how to improve the overall customer experience by adequately addressing problems over the phone and/or how to effectively communicate via email correspondence. Conduct regular audits across various platforms for consistency.
Lead communication for escalations from the call center and also for emergency response situations, coordinating with cross-functional stakeholders, including Social Media, Publicity, Marketing, Product and Operations teams..
Make recommendations to improve processes, performance, customer resolution to problems by leading the infrastructure projects, gather expertise and systematically approach by problem solving or best practice implementation. (data/integration, front end care tools, reporting).
Organize and lead weekly/monthly/quarterly formal business review sessions with key stakeholders and external customer service team. Provide feedback on status of training and staff comprehension, overall performance of external team.
Ensure partner compliance to desktop requirements, recruiting practices, training curriculum and overall performance standards in accordance with the SOW.
Coach, define and assign deliverables, provide direction and guidance to local operations.
Facilitate periodic calibration sessions with contact center leadership and other areas of operations to ensure consistency in the evaluation process.
Maintain proficient knowledge of Company products as well as department processes and procedures
Help with contact volume and workforce forecasting
Lead and execute all "Pre-Live" activities. Accountable for ensuring effective process changes and program implementations occur.
Partner with customer support team to develop escalation procedures and provide feedback to management concerning possible problems and/or areas of improvement. Act as main POC for escalation events (provide communication recommendations and lead tactical execution of care response).
Partner with internal CBSi Teams to develop, maintain training materials for existing and upcoming products. Develop teaching aids and reference materials including training manuals, reference material, visual aids, scripts etc.
Lead new customer workflows as we expand the CBS footprint both domestically and internationally. Launch new customer care channels of communication, and review new technology and vendor needs for the business.
What you bring to the team:
You have -
7+ years of Call Center Operations and/or Care Center Account Management experience, managing customer service programs for a premium brand with over 200 seats.
Work well under pressure, professional demeanor, strong communication, interpersonal and cross functional team skills with proven ability to work in a fast-paced, self-directed environment.
Strong ability to guide individuals towards goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
Experience with hands on management in a high volume, full service (call, social, email, chat) customer service operations supporting issues related to an e-commerce business (account management, billing, retention, service related issues).
Ability to modify and refine service plans and operational practices to meet changing customer requirements or process improvements.
Ability to travel 5-10%.
You might also have -
Expertise with Salesforce
Experience with a digital subscription product in the entertainment space highly preferred (inbound acquisition, retention, prospect/sales, social media and technical knowledge).
Experience with profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover.
Skilled in defining service requirements and translating into specific service plans.
Equal Opportunity Employer Minorities/Women/Veterans/Disabled