Brightspeed is hiring a
Vendor Performance Consultant

Summary

The Vendor Performance Consultant, Advanced Support role at Brightspeed is responsible for managing vendor teams, developing strategies for improved business performance, and maintaining relationships with external suppliers. The role requires 3 years of experience in managing contact centers and BPO vendor management organizations, proven experience in performance coaching, analytics, or a related field, and proficiency in data analysis tools and customer service platforms.

Requirements

• 3 years of experience managing, leading, and supporting contact centers and BPO vendor management organizations
• Proven experience in performance coaching, analytics, or a related field, preferably within a customer service environment
• Experience developing implementing and tracking KPIs
• Ability to make decisions and solve problems while working under pressure
• Knowledge of key elements that comprise the end-to-end customer experience
• Strong customer focus and proven customer advocacy
• Experience in quality assurance and performance evaluation
• Ability to prioritize and organize effectively
• Proven history of developing staff and maintaining a high standard of employee relations
• Strong leadership ability and change management expertise
• Ability to foster teamwork and build a strong culture of collaboration with internal teams and external vendors
• Excellent verbal and written communication and facilitation skills, capable of collaborating with our training team to deliver impactful training sessions and workshops
• Ability to document, prepare and present data-driven presentations
• Proficient in data analysis tools and customer service platforms
• Proficient in Microsoft applications (e.g., PowerPoint, Word, Outlook, Excel, Teams)
• Ability to use personal computer and software
• Knowledge of broadband products and services
• Prior knowledge of and leadership experience within Technical or Advanced Support

Responsibilities

• Supports execution aspects of contact centers that support Brightspeed’s Contact Center vertical in Advanced Support
• Manage vendor team execution of outage board, complex voice and data troubleshooting and provisioning, DMCA, law enforcement support, duplicate credentials usage violations, transition support, customer notifications, and research
• Manages staff of internal individual contributors
• Serve as a primary liaison between the company and the vendor
• Facilitate optimal usage and improvements to systems and processes with the vendor, identifying and addressing potential bottlenecks or gaps
• Manages daily operations and ensures the centers' long-term strategic success
• Manages internal and vendor performance of work assigned via case and task management, offline work, phone, chat, email, or SMS
• Develop strategies for improved business performance and lead efforts to implement
• Facilitate and maintain relationships between Brightspeed and Vendor partners

Benefits

• Competitive compensation
• Comprehensive benefits, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits
• Paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health
• Remote work from home
• Supports a 24x7 operation – nights and weekends as needed