You’ll ensure that our vendors are meeting their contractual obligations, billing McAfee correctly, and reconciling invoices in addition to some project management tasks. Your ability to drive positive change, foster engagement, and deliver outstanding results will be key to your success.
This is a remote position; however you may be required to be onsite at our Frisco, TX office on as-needed basis. We will only consider candidates who are a commutable distance to Frisco or Dallas and are not offering relocation assistance at this time.
About the role:
Ensure CSPs fully understand their contractual obligations and how these requirements support business objectives
Monitor BPOs’ performance against KPIs, including associated bonuses or penalties, and evaluate their performance metrics and targets
Execute the CSG Governance Model with BPOs, providing input and participating in Monthly and Quarterly Business Reviews (MBRs/QBRs) or any updated VMO Governance model requirements, to ensure results-focused and performance-oriented sessions
Collaborate closely with cross-functional teams, particularly the Finance Group to develop and implement continuous performance improvement strategies for customer satisfaction, retention, and revenue
Create the McAfee Cost Management tool in Microsoft Excel which adequately tracks costs by vendor and site, LOB, or any other necessary parameter, as well as any penalty or bonus implications
Track actual vs. budgeted spend on a weekly and monthly basis; coordinate and analyze all related financial data as appropriate
Host joint weekly meetings with VMO and WFM or other necessary stakeholders to review cost tracking and any modifications to plan that need to be made
Provide invoice review of all vendors submitting for payment and ensure they are in line with the CSG Cost Tracker
Provide the CSG Vice President, with the necessary pre-approval for any invoices, prior to them being approved in the AP system
Manage all assignments towards achieving and complying with assigned COPC standards and requirements
About you:
Strong understanding of outsourced service operations, pricing models, and BPO relationship management to deliver excellent customer experiences for McAfee
7+ years (we’d love more!) of experience in contact center management, with at least 3 years in vendor management
COPC Outsourced Operations Leader or Customer Experience Performance Leader certification is a plus
Proficient in VMO cost containment processes with a proven ability to execute them effectively
Strong proficiency in MS Excel (able to create cost trackers, pivot tables, etc.)
Multilingual skills (Spanish) are a plus
Extensive knowledge of the cost containment process and how to ensure CSG possesses cost containment processes that are best in class
Extensive knowledge of managing both human-assisted and digital customer channels
Deep analytical understanding of contact center metrics, enabling data-driven decision-making and problem-solving
Skilled in building relationships and collaborating to drive positive and effective change.
Strong critical thinking and analytical skills
Understand the impact of implemented changes and upgrades
Demonstrated ability to work independently with a strong sense of ownership
Ability to collaborate with different business units across various time zones and countries
Ability to interpret and understand operational reports
Project management capability
Team player who develops strong relationships, influences stakeholders, and drives cross-functional alignment to achieve strategic objectives.
#LI
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
Company Benefits and Perks:We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
Bonus ProgramPension and Retirement PlansMedical, Dental and Vision CoveragePaid Time OffPaid Parental LeaveSupport for Community InvolvementWe're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.