Brightspeed is hiring a
Vendor Performance Consultant

Summary

Join Brightspeed as a Vendor Performance Consultant, Advanced Support and play a pivotal role in driving the organization's continuous evolution and excellence in Channel Operations and 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
• Maintain strong relationships with external suppliers. This role involves performance evaluation, and observation to ensure productive and efficient vendor partnerships
• Develop and implement a comprehensive coaching program aimed at elevating the skills and performance of vendor-managed teams
• Regularly inspect performance and coaching sessions, providing feedback and strategies for improvement to ensure high-quality customer interactions
• Collaborate with management to understand customer service targets and objectives
• Translate customer service strategies into actionable plans for vendor teams, ensuring alignment with organizational goals
• Monitor and track customer service performance metrics, providing regular updates and insights to stakeholders. Measurements to include, but not limited to Offline Work Productivity, ASA, Days to Close, Customer Satisfaction (CSAT), First Contact Resolution (FCR), Transfer Rate, and Billing Adjustments
• Collaborate with management teams to understand service assurance targets and objectives
• Translate service assurance strategies into actionable plans for vendor teams, ensuring alignment with organizational goals
• Monitor and track service assurance performance metrics, providing regular updates and insights to stakeholders. Measurements to include, but not limited to Dispatch Rate, Non-productive Dispatch Rate, Modem Replacements, provisioning and troubleshooting compliance
• Facilitate the transfer of organizational knowledge and best practices to the vendor, ensuring consistency and quality in customer service delivery
• Design and conduct workshops and training sessions to address identified areas for performance enhancement
• Analyze performance data to identify trends, opportunities for efficiency gains, and areas requiring intervention
• Collaborate closely with the vendor to implement strategies for saving resources and optimizing operational performance
• Proactively identify potential problems, provide alternative solutions, and execute decisions with the big picture and long-term effects in mind
• Establish quality assurance protocols and standards to ensure consistent delivery of high-quality Technical Support interactions
• Conduct regular audits, certify coaching practices, and ensure adherence to established standards of quality and efficiency
• Ensure compliance with regulatory requirements and company policies in all service and support activities
• Identify outliers in performance metrics and devise targeted strategies for improvement, including specialized huddles or training sessions
• Collaborate with the vendor to adjust workflows or processes as needed to manage and improve overall performance
• Regularly report to management on the status of activities, performance metrics, and outcomes of enhancement initiatives
• Provide strategic recommendations based on data analysis and performance trends to continuously improve service delivery
• Manage escalated customer issues and ensuring swift resolution by clearly defining problem statements, while assessing the frequency and impact to the business
• Function as escalation point, sometimes after hours, when standard processes are not meeting customer expectations