Command Center Lead, Vendor Operations

Job Description

This is a vital moment in the life of The New York Times. We have declared ourselves a subscription-first company-staking our future on producing journalism worth paying for and developing deeper relationships with our subscribers.

Customer Care is at the center of these efforts. As Command Center Lead for the Care Vendor Operations team, you'll be The Times' day to day representative with our outsourced contact centers, monitoring vendor performance in real time to ensure our partners are performing at the level we - and our customers - expect. We'll rely on you to make sure cross-team communications are strong and projects are executed effectively and efficiently. You'll be part of a dynamic team working across a variety of locations and time zones, creating a Care experience worthy of the NYT brand and values.

This role reports to the Senior Manager of Vendor Operations and is based anywhere in the United States.

RESPONSIBILITIES:

Performance Management:
  • Monitor contact center performance in real time to ensure KPIs are achieved and that vendors are staffing efficiently for all workgroups and channels.
  • Prepare scorecards used to conduct daily debriefs with vendors on prior day performance.
  • Execute workload changes in routing and make short-term staffing adjustments (3 days out through day-of) to adhere to forecast, budget, and inbound volume.
  • Coordinate with internal partners and other NYT departments to prioritize initiatives for mitigation when KPIs are below target.
  • Implement rigorous test and learn approaches to reduce service defects.


Alert Ownership :
  • Be the eyes on the ground for any outliers or volume/behavior shifts that require prompt attention from internal or external (contact center operations) leadership.
  • Monitor sources of inbound volume (IVR/telephony routing, chat/messaging/email entry points) to remain on top of intra-day trends and alert internal and external partners promptly of any anomalies.
  • Track all facility, network, hardware, and/or software incidents that may affect customer experience and contact center performance through to resolution.
  • Act as the central planning and communication conduit for disaster recovery situations. Oversee escalation plan when service levels are negatively impacted. Manage the disaster recovery and contingency plan for WFM. Provide "crisis management" as required by both reactive and proactive resolutions.


ABOUT YOU
  • You have 2-5 years of experience with the following:
    • Working with workforce management technologies (e.g., Aspect, Verint, NICE/IEX, Pipkins)
    • Utilizing operational performance reports to make staffing, workload allocation, and coverage decisions
    • Generating on-demand reports using Excel, Tableau, WFM tools, or telephony system reports
  • You have at least one year of experience in a call center environment
  • You're deeply curious and analytical by nature. You see patterns and trends easily in data and you're the type of person that will spend an afternoon tracking down the right answer.
  • You're a strong verbal and written communicator. You're comfortable synthesizing and presenting insights in a compelling and data-rich format. You're succinct and clear.
  • You're a reliable team player. If you see something that needs to be done, you do it. People like working with you and you handle difficult conversations diplomatically and respectfully.
  • You never say 'nobody told me.' You seek out people and resources proactively, figure out how to find answers to your questions, and know how to diplomatically insert yourself into key conversations to gather needed information.
  • You know when you can handle an issue yourself and when it needs to be escalated. Your judgment is usually spot on.
  • You must be willing to work at least one weekend day.

#LI-AM1

The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.

The New York Times Company is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. The New York Times Company will consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local "Fair Chance" laws.