Sr Vendor Performance Liaison Line of Business Shared Services
Coinstar / Redbox - Jacksonville, TX

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Post Date: 12/21/2012
Coinstar, Inc. (NASDAQ: CSTR), voted one of FORTUNE's '100 Fastest-Growing Companies', is a leading provider of automated retail solutions offering convenient services that make life easier for consumers and drive incremental traffic and revenue for retailers. The company's core automated retail businesses include the well-known RedboxR self-service DVD rental and CoinstarR self-service coin-counting brands. The company has approximately 36,000 DVD kiosks and 20,600 coin-counting kiosks in supermarkets, drug stores, mass merchants, financial institutions, convenience stores, and restaurants. For more information, visit

Sr. Vendor Performance Liaison- Customer Support

The Vendor Performance Lead - Customer Service is responsible for ensuring services provided by outsourced customer service Vendors continually enhance the company brand through positive customer interactions and experience as well as vendor adherence to contractual Key Performance Indicators such as AHT, Service Level and Quality.

Summary of Key Responsibilities:
  • Monitor and ensure that Vendor operations at the site level delivers of all expected KPIs established in the Statement of Work
  • Partner with Vendor to continually improve processes and procedures
  • Ensure corrective actions are developed when site performance does not meet target and that the corrective actions result in performance improvements
  • Periodically monitor calls to ensure adherence to company policies and procedure and a positive end user experience
  • Responsible to ensure overall end user experience is a positive one
  • Analyze and improve on key performance indicators, as well as cost metrics related to performance at a site level
  • Ensure that Vendor site leadership is in synch with our culture and direction
  • Regularly review company policies and procedures to ensure congruency with LOB desired customer experience
  • Conduct annual site level contract adherence audits
  • Follow a structured change management approach for controlling changes to the provisions of customer service
  • Identify areas to improve customer experience
  • Facilitate regular communication concerning vendor performance
  • Serves as the primary contact for issue notification, escalation, and resolution in day to day operations including monitoring of key performance indicators
  • Partners with cross functional departments to make recommendations on current policies and procedures as well as day to day process improvement
  • Coordinate and assists in other tasks as needed and works with other departments to resolve issues either directly or indirectly relating to the vendors
  • Establish and develop a relationship and rapport with Customer Service Vendors to assess their current requirements for achieving superior results and to understand and assist the resolution of operational challenges
Qualifications & Experience:
  • Bachelor's degree or equivalent experience required
  • 5+ years experience in an Operations environment, preferably with Customer Service or Call Center operations
  • 2+ years of Supervisory experience is highly preferred
  • Proficiency in Microsoft Office Software including Word, Excel, and PowerPoint
  • Knowledge of call center technology preferred
  • Ability to work in high activity/pace environment
  • Analytical skills to interpret trends, identify root causes form conclusions and/or recommendations
  • Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities
  • Ability to manage and interface with vendors at multiple levels in the organization
  • Excellent oral and written communication skills required
  • Ability to travel domestic/international 60%
In addition to a rewarding career, Coinstar offers excellent employee benefits and competitive compensation. For more information about this position and to apply, please visit our website at

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