Channel Help Desk Expert

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

DUTIES & AND RESPONSIBILITIES:

VENDOR MANAGEMENT

Manages and ensures the vendor's timely delivery of quality technical, non-technical support and user access requests.
Ensures Service Level Agreements (SLAs) and KPIs are met for their respective verticals to establish problem resolution and timeframes that result in customer satisfaction.

Monitors the quality of the service that the vendor provides to the channels.
Monitors vendor and support groups handling processes and issue escalations if within the agreed processes and timelines. Escalates if needed.
Ensures vendor compliance to key deliverables and output.
Conducts weekly/monthly/quarterly performance review with vendor operations team.
Cascades the handling processes, new programs and updates to the vendor operations team.
Provides full operational support and recommends handling process improvement for operational efficiencies for their respective verticals.
Monitors and escalates to Business Partners on issues and provides recommendations and develops specific action steps.
Ensures recovery call out will be carried out by the vendor for criminal survey rating and help develop actions items to better improve channel help desk support and services.

LEADERSHIP

Drives performance and provides guidance to vendor operations team
Identify opportunities for improvement and collaborates with vendor partner
Ensures continuous learning by attending trainings, webinars based on the curriculum design provided by Channel Governance and People Engagement and Globe University.

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.