Vendor Performance Manager, Customer Support

Summary

Join GFiber's Customer Engagement Team as a Workforce Vendor Manager and play a pivotal role in enhancing customer support and transforming industry standards. You will develop and execute staffing plans, ensuring service delivery meets industry-leading benchmarks. This involves forecasting, developing and executing staffing plans, real-time service level management, and conducting post-mortems of impactful incidents. Accountability for vendor performance is key, encompassing metrics like customer satisfaction and quality assurance. You will also manage the provisioning and enablement of vendors, ensuring operational efficiency and continuous improvement. The role demands strong analytical skills, experience in workforce management, and the ability to manage cross-functional teams. This position offers a competitive salary and benefits package.

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 developing staffing plans at interval level, with short and long term forecasts
• Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets and Dashboard Software and SQL ) to performance manage results
• Experience managing cross-functional and cross-regional teams with: project management, customer service, process quality, and process optimization

Responsibilities

• Develop and execute comprehensive staffing and capacity plans by analyzing historical trends, real-time data, and business forecasts to ensure optimal agent coverage while balancing service levels and cost efficiency
• Lead short and long-term forecasting efforts across all communication channels (calls, chat, emails, etc.), leveraging predictive analytics and workforce management tools to align staffing needs with evolving business demands
• Conduct in-depth analysis on occupancy, shrinkage, and productivity metrics to identify trends, optimize workforce utilization, and provide strategic recommendations on routing strategies that enhance efficiency and improve customer experience
• Oversee real-time workforce monitoring and vendor performance management, ensuring adherence to capacity plans by making real-time adjustments, optimizing agent allocation, and proactively addressing service level deviations. Partner with vendors to drive accountability, ensuring they meet staffing commitments and performance expectations
• 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

Preferred Qualifications

• Experience with designing and implementing workflows, process improvements and systems or tools to work with external parties
• Experience with Genesys Cloud platform
• Ability to pull and analyze data using SQL queries
• 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 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