CS Outsource Program Coordinator
Juniper Networks
 Westford, MA

About the Position:

The CS Program Coordinator will be instrumental in driving service delivery improvements to ensure a world class customer experience across all Juniper products. The position will be instrumental in achieving the goal of providing a seamless high satisfaction customer service experience across all Juniper products. The role will be heavily engaged with on-shore and off-shore delivery teams and internal subject matter experts across various organizations.

Responsibilities:

  • Partners to identify to drive areas of improvement related to CSAT
  • Point of escalation for issues between Teams and vendor
  • Audit On and Off boarding process to ensure compliance
  • POC for any Production impacting IT issues
  • Ensure Service Implementation Plan up to date
  • Manages weekly conference calls with outsourcing partners and Juniper
  • Red Alert Review
  • Metrics Review
  • Call & Case Quality Audits
  • Delivery of Juniperization program
  • Perform Quality Audits on Calls, Cases as well as Red Alert Cases
  • Deliver PTAC Performance review to JTAC (including quality)
  • Point of escalation for Customer issues owned by vendor
  • Recognition program for vendor
  • QBR Coordinator
  • Identify operational best-practices used by vendor to JTAC
  • Implement reporting standards and performance management standards
  • Program Contact Details maintained
  • Owns Communication Adherence
  • Ensures Best in Class Process, Customer Service, and Language Training

Minimum Qualifications:

  • Passion for World Class Customer Service!!!
  • Project Management
  • Promote Teamwork & Collaboration
  • Relationship Building

Preferred Qualifications:

Other Information:

  • Relocation is not available for this position
  • Travel requirements for the position