Third Party Support (TPS) Liaison

Cengage Group Job Opportunity

We believe in the power and joy of learning. At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Our culture values inclusion, engagement, and discovery. Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day.

What You'll Do Here:

The Third-Party Support (TPS) Liaison will serve an important role in ensuring consistency in the customer experience. In this role, you will collaborate closely with Cengage leadership to understand business needs and formulate and communicate day-to-day priorities to TPS. You will be responsible for evaluating and upholding, through regular communications, the expectations and importance of achieving all established benchmarks. Through your efforts, you will ensure that TPS is providing a service level that matches that of the Cengage Service Experience organization.

In addition, you will:

• Maintain confidentiality, and understand areas of Cengage sensitivity, as it relates to conversations with the TPS leadership team.
• Maintain positive working relationships with TPS providers.
• Work with CS and/or TS Leadership to develop strategies which will provide the best service experience possible to our customers.
• Work with CS and/or TS Leadership to develop effective, measurable, and enforceable success metrics, which will be incorporated into the TPS SOW (statement of work).
• Work with team leadership and our reporting team to ensure that all benchmark tracking is available within internal tracking systems.
• Regularly review and ensure that TPS team members are appropriately skilled in Vonage for assigned workload.
• Find opportunities to request coaching sessions with TPS agents regarding adherence to policies, procedures, and job knowledge, share positive feedback, and discuss opportunities for improvement.
• Attend, and actively participate in, weekly TPS/Cengage management meetings.
• Facilitate monthly call, case and quality calibration meetings with TPS & Cengage leadership to ensure consistency in scoring between Cengage and TPS groups.
• Provide forecasting numbers to TPS for each peak in a timely manner, so they have time to recruit and onboard seasonal agents.
• Work with team leadership to identify and better understand areas of potential up-training needs.
• Work with Documentation & Training or other training resources to set training dates and session numbers for each peak season ramp up.
• Ensure that TPS is made aware of any Cengage holiday with enough time to allow TPS Leadership to arrange adequate coverage.
• Ensure that TPS Leadership is offboarding seasonal staff on time. Conversely, monitor peak volume and work with TPS leadership to make staffing adjustments on the fly if needed.
• Demonstrate familiarity and ability in using Salesforce, Vonage, Leaptree, and KITT for coordinating TPS tasks.
• Prepare & provide regular updates to your director related to TPS performance.
• Ensure that issues or updates that impact the Customer Experience are passed along to TPS in a timely fashion.
• Help support the Customer Support team with other administrative asks, as time permits.

Skills/Knowledge/Experience Required:

• High school diploma or GED equivalent.
• Demonstrate leadership skills.
• Demonstrate success with all SX metrics.
• Must be "Fully Successful" on last PTM and cannot be on disciplinary action.
• Demonstrate strong written and verbal communication.
• Demonstrate self-motivation, organizational skills, and ability to handle multiple tasks.
• Demonstrate ability to accept and promote changes and make sound decisions.
• Excellent attendance record.
• Demonstrated ability to lead group discussions.

About Cengage Group:

Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Compensation:

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range. In this position, you will be eligible to participate in the company's discretionary incentive bonus program. This position's bonus target amount, which is not guaranteed and is dependent on individual performance and overall company results among other factors, is provided below. 5% Annual: Individual Target $52,000.00 - $67,600.00 USD.

Warning: Be aware, there has been an increase of targeted recruitment scams perpetrated by bad actors falsely providing job offers on behalf of Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls, and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address.