Vendor Performance Manager, Customer Support

Summary

Join GFiber's Customer Engagement Team as a Vendor Manager and play a pivotal role in enhancing customer support and transforming the ISP industry's expectations. You will be responsible for holding vendors accountable for meeting goals through governance and performance management, including forecasting demand, coordinating capacity, and overseeing staffing. This role requires managing the provisioning and enabling of vendors to operate as outlined in the Statement of Work (SOW). You will monitor performance, ensure consistent performance levels, and operationalize changes to processes or systems. The position involves forecasting demand and ensuring vendors meet hiring needs for 24/7 operations. This is a crucial role in a growing, inclusive team committed to enhancing internet service.

Requirements

• Bachelor’s degree or equivalent practical experience
• 5 years of experience in Workforce Management and Call Center Vendor Management within Customer Service contact centers
• Experience in contract negotiations
• Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets or Dashboard Software) to performance manage results
• Experience managing cross-functional and cross-regional teams with: project management, customer service, process quality, and process optimization

Responsibilities

• Provide staffing plans for vendors based on forecasted contact demand (phone and chat), analyze trends, and ensure vendors are adequately staffed to meet service level objectives across Customer Support and Sales channels (phone, email, social, chat)
• Embody an ownership mindset as it pertains to the management of all Contact Centers KPIs in a startup environment by developing and executing quarterly action plans to exceed all KPIs on a daily, weekly and monthly tracking of progress
• Partner with our Contact Center vendors to increase the effectiveness, improve the efficiency of our vendors and the overall GFiber performance by leveraging data and analytics to identify opportunities for improvement and implement new programs and tools
• Lead and present on regular business reviews and vendor relationship management activities and partner with cross functional teams to drive continuous vertical improvements and efficiencies at scale
• Apply a Vendor Strategic Framework and define strategy for the call center channel overall, vendor footprint and next gen service experience. Including building a roadmap for further development of the systems and tools (e.g. AI, machine learning elements in the Contact Centers)
• Hold vendors accountable for meeting goals through governance and performance management which includes, but not limited to, forecasting demand, coordinating capacity, overseeing staffing, service level delivery, customer satisfaction scores, quality assurance, and other operations metrics
• Supervise the root cause analysis and monitor progress of follow up actions when operational problems arise
• Manage responsibility for provisioning and enabling the vendors to operate as outlined in the Statement of Work (SOW)
• Hold vendors accountable for sharing information so mistakes are a learning opportunity for the whole outsourced organization
• Monitor performance of hiring and training teams, process quality to ensure the level of performance is consistent and agents have the capability to execute well
• Ensure changes to processes or systems are operationalized, working with the vendor
• Forecast demand in partnership with stakeholders and ensure that the Vendors meet hiring needs for our 24/7 operations

Preferred Qualifications

• 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
• Ability to pull and analyze data using SQL queries
• Problem-solving skills, with the ability to build and maintain capacity and budget reporting
• 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 domestically and to nearshore locations as needed

Benefits

The US base salary range for this full-time position is between $128,000 - $187,000 + bonus + cash award + benefits