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Senior Manager, Customer Care Vendor Manager

fuboTV

fuboTV

Customer Service
New York, NY, USA · Remote
Posted on Wednesday, September 6, 2023

About Fubo:

With a mission to build the world’s leading global live TV streaming platform with the greatest breadth of premium content and interactivity, FuboTV Inc. (NYSE: FUBO) aims to transcend the industry’s current TV model. Fubo operates in the U.S., Canada, France and Spain. The company also has a growing technology center in Bangalore, India that is developing strategic product and technology features for the global Fubo platform.

We’re rapidly growing in employees, subscribers, content offerings and awards — including being ranked highest in Customer Satisfaction among Live TV Streaming Providers by J.D. Power. Which means we need your help taking us to the next level.

Fubo is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.

About the Role:

Fubo is seeking a motivated Vendor Manager to provide leadership and support to our BPO partners. We are looking for a leader with excellent interpersonal skills, customer focused and a strong leadership background. As a Vendor Manager for the Fubo Customer Care team, you will partner with the BPO Leads and Managers to manage the day to day operations of the site.

Responsibilities include:

  • Work closely with your dedicated teams and lines of business in a vendor call center to provide world class customer experience
  • Monitor and evaluate the team’s performance to meet and exceed department KPIs on a daily/weekly/monthly basis
  • Conducts weekly one on one with BPO Leads focused on performance and development
  • Conducts coaching triads with BPO Leads to ensure high quality coaching interactions with vendor agents
  • Partners with our BPO teams to identify operational process opportunities and complete root cause analysis to ensure assigned teams are aligned with Fubo’s goals and objectives
  • Proactively communicates challenges and act as the point of contact for solutions

Qualifications:

As a Customer Care Vendor Manager, you must be able to lead and motivate managers and customer care reps. We are looking for a manager that can bring energy, excellent communication skills, and strong analytical skills.

  • 3+ years of team leadership experience, preferably in a contact center industry and with Customer Service, Retention and/or Technical Support background
  • Track record in coaching, mentoring and developing customer care reps
  • Strong written communications and presentation skills
  • A track record in delivering results in a fast paced contact center environment
  • Flexible scheduling, including weekends and nights and the ability to travel internationally

Perks & Benefits:

  • At Fubo, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
  • Professional development courses and learning opportunities
  • Fubo provides a highly competitive compensation based on experience and market standards
  • Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
  • Free Premium Fubo Account
  • Health and Wellness initiatives
  • Unlimited PTO days and regular company-wide activities.
  • Fubo's main Headquarters are located in Midtown Manhattan, with offices in Denver, Paris, and Bangalore
  • Fubo is an e-verified company

Fubo’s minimum base salary for this role if hired in New York City is $80,000 per year; maximum base salary for this role is $105,000 per year. Additionally, this role is eligible to participate in Fubo's annual cash bonus plans, unlimited PTO, and a full range of medical benefits. Final offer amount will be at the company’s sole discretion and determined by multiple factors, including years and depth of experience and expertise, location and other business considerations.