Vendor Performance Manager

Summary

Join GFiber's Customer Engagement Team as a Call Center Vendor Manager to establish, manage, and optimize outsourced operations supporting customer service. This critical individual contributor role involves the entire performance lifecycle, from architecting workflows and defining KPIs to driving daily execution and continuous improvement. You will leverage data analysis and reporting to hold vendors accountable, improve customer experience by resolving process gaps, and contribute to system design and migration. This role requires designing programs, building relationships, and translating complex problems into actionable insights. The ideal candidate will drive customer experience improvements, develop QA programs and training, identify process inefficiencies, create performance dashboards, and lead vendor performance reviews. The position offers a competitive salary and benefits package.

Requirements

• Bachelor’s degree or equivalent practical experience
• 5 years of experience in Internet Service Provider (ISP) operations
• 7 years of experience in Call Center Vendor Management within Customer Service contact centers; first hand experience in contract negotiations
• Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets , Creating Dashboards, pulling data from SQL tables) to performance manage results
• Experience managing cross-functional and cross-regional teams in Project Management, Customer Service, Process Quality, and Process Optimization

Responsibilities

• Drive customer experience improvements by designing, launching, and managing vendor operations; define end-to-end workflows, workforce requirements, routing strategies, and KPIs to ensure efficient call handling and productivity
• Develop and implement comprehensive QA programs, agent scripts, and training modules; analyze vendor performance data, CSAT, and customer insights to identify trends, address process gaps, and drive continuous improvement in service quality and customer experience, including specific protocols for customer outages
• Proactively identify inefficiencies in existing processes and lead improvement initiatives; leverage a system-design mindset to contribute significantly to the transition from legacy systems to new platforms, designing and implementing solutions from the ground up
• Create, maintain, and evolve performance dashboards and reporting mechanisms; analyze data to visualize trends, measure vendor productivity against KPIs, and deliver actionable weekly insights to leadership and vendor partners
• Lead regular vendor performance reviews, presenting data-driven insights and strategic recommendations to manage relationships effectively, ensure accountability towards achieving operational targets, and align on performance management strategies

Preferred Qualifications

• 5 years of experience managing a team within an ISP (Internet Service Provider) or similar technical industry
• Experience with designing and implementing workflows, process improvements and systems or tools to work with external parties
• Experience with influencing engineering, shared services, sales support in developing value propositions
• Problem-solving skills, with the ability to build and maintain capacity and budget
• Ability to adapt to change quickly and effectively while operating in a fast-paced, constantly evolving team environment; self-starter with an analytical mindset and ability to work independently on multiple initiatives at the same time
• Ability to travel 25% of the time domestically and to nearshore locations

Benefits

The US base salary range for this full-time position is between $136,000 - $198,000 + bonus + cash award + benefits