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Manager, Support Contact Center Relationship, FIFA World Cup 2026

2 months ago

Miami, United States teamworkonline Full time
Volunteers are at the heart of all FIFA events, impacting all that experience the Tournaments, and represents a critical component to the successful delivery of FCWC2025 and FWC2026.  As football unites the world, the FIFA World Cup 2026⢠Volunteer Program provides a unique opportunity to unite and connect with individuals and communities across North America.  Like in all FIFA Tournaments, Volunteers will become the âfaceâ of the FIFA World Cup 2026⢠enhancing the profile, reputation and appeal of football, FIFA, and Host Cities on a global stage.  The Volunteer Program will be a driver to help achieve strategic tournament objectives alongside acting as a vehicle for positive social change, by helping strengthen social connections, increase in civic pride, employment & skills, and creating a movement to sustain and grow volunteering across Host Cities. 
THE POSITION Reporting organizationally to the Head of Volunteer Management in Miami, Florida, the Volunteer Support Contact Center Relationship Manager will be a key member of the FIFA26 Volunteer Program team, and work in close collaboration with applicable members across FIFA World Cup 2026â¢, FIFA Zurich Volunteer team, and Host Cities across the US, Mexico and Canada.

The position will take an active role in the end-to-end planning and tactical execution of the Volunteer Program Strategy, ensuring a high-level volunteer experience, and applicable service levels are met. 

The candidate should have strong strategic and operational experience of working within and / or managing Support Contact Center operations. Additional contract, project, relationship and stakeholder management experience is highly desired. 
  
The main responsibilities of the role include:

⢠Effectively manage the Volunteer Program contractual relationship with the chosen Support Contact Center supplier.  
⢠Oversee the âcustomer careâ strategies and processes across all Support Contact Center communication channels with volunteers.
⢠Collaborate with the Volunteer Systems Team in ensuring proper and continued training for the Support Contact Center team in using the Volunteer Management System according to the Volunteer program plan and operations.
⢠Ability to operate across the selected Support Contact Center supplier and the Volunteer Management System to gain a comprehensive understanding of the volunteer process, relying on the Volunteer System as the primary reference for addressing volunteer queries and resolving issues.
⢠Act as the key point of contact for any escalation process from the Support Contact Center and ensure the design and implementation of required processes.
⢠Work with the Volunteer Engagement & Communications Manager to devise and maintain all necessary processes, and information required to effectively respond to all volunteer queries and contacts with the Support Contact Center.
⢠Ensure the proper implementation of effective processes and strategies for automated and manual case management using the respective FIFA / Support Contact Center systems.
⢠Actively search and implement solutions to pro-actively increase volunteer experience and productivity of Support Contact Center agents.
⢠Manage and report on volunteer queries, issues, implementing processes and solutions to ensure desired volunteer experience and service levels.

YOUR PROFILE Education & Qualifications
⢠Bachelor or masterâs degree or equivalent in relevant area.

Work Experience
Experience and skills
⢠Minimum 5 yearsâ experience in Customer Care environment, being part of or managing contract with comparable Support Contact Center.   
⢠Understanding of international sports events, including recruitment, training, and management of volunteers as well as the delivery of the project is desirable.
⢠Managing and conducting customer care strategies and processes for national / international clients and / or projects
⢠Proven ability to manage service delivery contracts and complex projects.
⢠Excellent communications and people management skills; ability to motivate others towards a common goal; by ensuring a clear orientation on result
⢠Ability to summarize and manage extensive written documentation
⢠Excellent analytical skills and critical thinking
⢠Ability to understand the big picture and adapt accordingly; be agile and stress resistant
⢠Flexibility and ability to work autonomously.
⢠Team player, willing to work on tight timelines and pitch in when needed.
⢠Positive attitude, patience and persistence

Languages
⢠Fluent in English. Spanish and/or French proficiency is a plus

Technology
⢠Proficient in MS Office (Excel, Word, PowerPoint, Miro & Project) and planning software and online collaboration tools
⢠CRM software for case management, including automatic and manual management of the cases
⢠Knowledge of Volunteer Management systems a plus