Contact Center Vendor Operations Analyst

KLA
paid time off, tuition reimbursement, 401(k)
United States, Michigan, Ann Arbor
1200 Woodridge Avenue (Show on map)
Dec 07, 2024
Base Pay Range: $70,500.00 - $119,900.00 Annually Primary Location: USA-MI-Ann Arbor-KLA KLA's total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits identified below. Interns are eligible for some of the benefits identified below. Our pay ranges are determined by role, level, and location. The range displayed above reflects the minimum and maximum pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including location, job-related skills, experience, and relevant education level or training. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process. Company Overview KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world's leading technology providers to accelerate the delivery of tomorrow's electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us. Group/Division The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts. Job Description/Preferred Qualifications KLA is seeking a dynamic Contact Center Vendor Supervisor to steer our distributed team of over 100 agents. Your mission is to deliver outstanding customer service that mirrors the innovation and complexity of the semiconductor capital equipment industry. You'll be the architect of annual objectives, focusing on cost-effectiveness and stellar performance. Key Responsibilities: Uphold and improve KLA's standards for cost, quality, and service delivery through proactive vendor management. Strategize staffing solutions to lead attrition and meet performance goals, overseeing partner recruitment, training, and development. Champion continuous improvement, encouraging vendor representatives to deepen their understanding of our services, products, and troubleshooting methods. Analyze call center metrics to identify trends and opportunities to increase efficiency and improve service offerings. Initiate and lead projects sought at boosting performance and streamlining processes in harmony with business and customer requirements. Solve sophisticated customer inquiries and operational exceptions beyond the scope of vendor representatives or their supervisors. Conduct regular team briefings to gain insights into customer interactions, providing mentorship and education on standard processes. Supervise performance against SLA and critical metric targets, implementing vital interventions for optimization and adherence. Handle billing operations, including the evaluation of service credits when warranted. Oversee call center business continuity strategies to guarantee operational resilience. Engage in various tasks or projects to support KLA field employees, KLA managers, and call center vendor operations. Minimum Qualifications Bachelor's Level Degree and related work experience of 5 years Minimum of 25% international travel The company offers a total rewards package that is competitive and comprehensive including but not limited to the following: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave. KLA is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at talent.acquisition@kla.com or at +1-408-352-2808 to request accommodation. Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA's Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to talent.acquisition@kla.com to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.