Waste Management, Inc.
Houston, TX, United States
Customer Service, Call Center
Jun 08, 2021
Sep 21, 2021
Vendor Relationship Manager-Remote','21009545','United States-Texas-Houston','','Work Remotely','Work Remotely','Day','Yes, 25 % of the Time','','','','','Exempt','Exempt','Customer Support/Client Service Support','!*!Equal Opportunity Employer: Minority/Female/Disability/Veteran
Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.
Responsible for the oversight and execution of all Customer Service and Customer Engagement initiatives throughout the Market Area(s) supported by third-party vendor partners. Works with designated Market Area(s) to implement and monitor customer service and customer engagement initiatives and serves as the primary point of contact regarding program content, training, performance results, communication, and issue resolution.
II. Essential Duties and Responsibilities include the following.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
•Responsible for the implementation and oversight of all Customer Service, Employee and Customer Engagement with third-party vendor partners.
•Track and measure operational and financial performance of third-party vendors and make recommendations for improvement.
•Manage day-to-day diagnostic and operational customer experience activities.
•Compiles, reviews, and reports performance for the Market Area Leadership team and creates action plans to improve performance of low performing site(s).
•Ensures accuracy and compliance with reporting requirements.
•Manages and/or conducts all training programs as they relate to Customer Service programs.
•Works with the Market Area and Group Leadership teams to improve customer service and operations and sales linkages.
•Ensures performance management programs are executed and that goals are being met consistently.
•Serves as an active participant on the Market Area Management team and works to develop budgets, plans and strategies that support the Market Area Goals.
III. Supervisory Responsibilities:
The highest level of supervisory skills required in this job is the management of supervisory employees.
•Indirect supervision of 100-150 full-time and/or part-time employees including: Customer Service Supervisors and Staff
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: Bachelor’s Degree, or equivalent experience, in Customer Service, Call Center or similar area of study, and 2 years of direct call center management experience
Preferred: Previous Waste Management or Waste Industry Experience with Strong exposure to Operations
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities Required
Call center or customer service experience and supervisory/management skills required.
Strong interpersonal and relationship skills
Analytical and Problem-Solving skills
Strong project management skills; working knowledge of group infrastructure
Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
•Ability to travel up to 25%
•Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day.
•Required to exert physical effort in handling objects less than 30 pounds rarely.
•Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely.
•Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely.
Normal setting for this job is: office setting/remote
','Vendor Relationship Manager-Remote
Waste Management, Inc.
Website : http://www.wm.com