9/25/2023 0 Comments Work from home spotify jobsYou have the ability to work in a very dynamic, fast-paced entrepreneurial organization.You are knowledgeable on Customer Care systems.You have 2 years experience leading teams.You are passionate about Customer Support and have 5+ years experience specifically in Vendor Management or Customer Care.Act as a Project Manager for different projects involving Spotify Customer Support and Partners.Work on RFP’s, contracts and business landscape research.Innovate customer support and deliver a unique experience for our customers, internal employees, and BPO partner management and agents.Conducts frequent site visits and evaluations to ensure outstanding quality and to infuse the Spotify culture at all partner locations.Ensure partner compliance to all agreed upon requirements and maintenance of these.Partner with internal and outsourcer teams (Reporting, Quality, Tech Ops, IT, Account Management) to focus on execution and develop top quality.Perform gap analysis to ensure partner advisors have tools, processes, training and empowerment to deliver expected customer experience.Conduct regular business reviews with partner vendors, including performance penalties and rewards.Analyzes outsourced contact center performance with a heavy focus on efficiency metrics (Cost, quality, productivity, satisfaction) and identifies trends, opportunities, issues, concerns, and successes.Work with leadership team cross-functionally to help implement ongoing OS strategies that align with the global business growth and product plan. Foster a customer-centric attitude, drive customer priorities, and build effective customer/vendor relationships.Manage all CS Outsourcing Relationships and ensure that all partners are meeting KPI performance targets.You are passionate about Customer Experience and bringing the Spotify Culture to our partners. You will be expected to work independently in a rapidly changing environment, lead projects to completion and keep an eye towards analytics while maintaining and developing the relationship between BPO partners and the Spotify Customer Support organization. You will assure the attainment of operational targets, delivery of SLA’s, and drive alignment of the outsourcing strategies. We are looking for a smart, ambitious, and hardworking Partner Manager that will join the Global Customer Support team. At Spotify, we’ve connected millions of people to their favorite songs and created a service that people use to discover and enjoy music and podcasts they love!
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