ViacomCBS Streaming

Manager, Customer Care

4 days agoFort Lauderdale, FL

Paramount Global (NASDAQ: PARA, PARAA) is a leading global media and entertainment company that creates premium content and experiences for audiences worldwide. Driven by iconic studios, networks and streaming services, Paramount's portfolio of consumer brands includes CBS, Showtime Networks, Paramount Pictures, Nickelodeon, MTV, Comedy Central, BET, Paramount+, Pluto TV and Simon & Schuster, among others. Paramount delivers the largest share of the U.S. television audience and boasts one of the industry's most important and extensive libraries of TV and film titles. In addition to offering innovative streaming services and digital video products, the company provides powerful capabilities in production, distribution and advertising solutions.

We are looking for a Manager to join the team!

Overview and Responsibilities:

  • This person would be an experienced Customer Care support and coordinate the external Customer Care / Call Center team. This role is responsible for understanding our top contact use cases and agent workflows. In this role you will develop, define and implement short and long term contact handling strategies to decrease agent onboarding time and improve the customer experience. The ideal candidate will have related experience in digital media properties and be a leader of implementing processes and workflows to achieve target KPI goals for Customer Care.
  • Analyzing agent processes and procedures.
  • Regular call listening, email and live chat monitoring to identify trends in customer complaints/issues.
  • Collaborating with internal and external Customer Care Management to improve agent efficiency and customer happiness.
  • Partner with key stakeholders including QA, product, and video to streamline agent processes.
  • Promote world-class support by developing workflows tailored for all customer contact reasons.
  • Monitor success metrics as established by the organization to track and report on implementation of agent workflows.
  • Refine processes to continually improve how cases are managed and issues are resolved.
  • Be a product expert (and an expert at all CS tools) who can guide issue resolution through agent workflows.
  • Stay informed on upcoming product and service launches/changes that will impact customers.
  • Developing guided workflows in CRM for agents to help streamline processes across Customer Care channels.
  • Monitor and promote usage and adherence to agent workflows.
  • Training, mentoring, and guiding external Call Center staff in new processes.
  • Continuous evaluation of agent processes and workflows to ensure an easier, faster and quality customer experience.
Basic Qualifications:
  • Expertise in Salesforce.
  • Experience of designing or implementing a framework of continuous improvement.
  • Strong critical thinking and analytical skills.
  • At least 5+ years in a role managing customer service programs or agents for a premium brand or equivalent experience.
  • Experience overseeing an outsourced support team of 100+ agents
  • Work well under pressure, professional demeanor, strong communication, interpersonal and cross functional team skills with proven ability to work in a fast-paced, self-directed environment.
Additional Qualifications:
  • Experience with hands-on management in a high volume, full service (call, social, email, chat) customer service operations supporting issues related to an e-commerce business (account management, billing, retention, service related issues).
  • Lean Six Sigma certification.
Paramount is an equal opportunity employer (EOE) including disability/vet.

At Paramount, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. Paramount is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access. https://www.paramount.com/careers as a result of your disability. You can request reasonable accommodations by calling 212.846.5500 or by sending an email to viacomaccommodations@viacom.com. Only messages left for this purpose will be returned.

Paramount believes in creating environments that allow our primary focus to remain on providing entertainment, education and information to our millions of viewers around the world. As part of this commitment to health and safety, Paramount requires COVID-19 vaccines for current U.S. employees, including all newly hired employees, subject to applicable law. Union employees are subject to the agreement reached between the Company and the applicable Union.

Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami

Client-provided location(s): Fort Lauderdale, FL, USA
Job ID: CBS-30063

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