KLA Contact Center Vendor Operations Analyst 

United States, Michigan, Ann Arbor 

974917993

• 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