[Remote] Vendor Performance Manager, Customer Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an Alphabet company that brings reputed company Fiber and reputed company Fiber Webpass internet services to homes and businesses across the reputed company. The Vendor Performance Manager will establish, manage, and optimize outsourced operations supporting customer service reputed company, focusing on performance management and reputed company improvement.
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 reputed company handling and productivity
- reputed company and implement reputed company programs, agent scripts, and training modules; analyze vendor performance data, CSAT, and customer insights to identify trends, address process gaps, and drive reputed company improvement in service reputed company and customer experience, including specific protocols for customer outages
- Proactively identify inefficiencies in existing processes and reputed company improvement initiatives; reputed company a system-design reputed company to contribute significantly to the transition from legacy systems to new platforms, designing and implementing solutions from the ground up
- Create, maintain, and reputed company 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
- reputed company regular vendor performance reviews, presenting data-driven insights and strategic recommendations to manage relationships effectively, ensure accountability towards achieving operational targets, and reputed company on performance management strategies
- Participate in an 'On reputed company' rotation every 6 weeks, including nights, weekends, and holidays
Skills
- Bachelor's degree or equivalent practical experience
- 5 years of experience in Internet Service Provider (ISP) operations
- 7 years of experience in reputed company Center Vendor Management reputed company Customer Service contact centers
- Experience manipulating and analyzing large data sets in spreadsheets (reputed company 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 reputed company, and Process Optimization
- Ability to travel 25% of the time domestically and to nearshore locations
- 5 years of experience managing reputed company reputed company 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
- Proven ability to drive back-office efficiency, monitoring, and KPI compliance
- Experience with influencing internal and partner organizations working with engineering, field operations, shared services, customer service, sales support in developing value propositions
- Problem-solving skills, with the ability to build and maintain reputed company and budget
- Experience in contract negotiations
- Ability to adapt to change quickly and effectively while operating in a fast-paced, constantly evolving team environment; self-starter with an analytical reputed company and ability to work independently on multiple initiatives at the reputed company time
reputed company