Senior Specialist of Vendor Management
Frontier Communications
- Charleston, WV
- $93,000-136,000 per year
- Permanent
- Full-time
- Utilize knowledge of business to level set issues and escalate as appropriate to Vendor Partner Manager contact
- Inspect compliance, strategies, and tactics to ensure partner centers are meeting requirements and objectives
- Create centralized process improvement through new and revised programs, as determined necessary
- Monitor internal process opportunities and assist in the development of strategic plans to advance performance and implement solutions within the partner enterprises
- Interact with partners to provide and review feedback about process improvement opportunities and action plans
- Continue building knowledge of internal policies and procedures, to implement necessary enhancements/improvements to minimize risk and increase performance
- Work closely with Vendor Partner Managers to identify performance concerns and trending patterns
- Maintain up-to-date project documents for all initiatives that include technical details, user expectations, project goals, work effort, accountability, and deliverables
- Identify system concerns and provisioning processing. Collaborate with partners and their respective IT teams to provide fast and efficient resolutions
- Work with internal Frontier teams to ensure thorough, complete, and accurate documentation of critical processes across the Residential Partner space
- Assist in managing the documentation, tracking, reporting, and storage of control evidence, risks, and action plans
- Assist in accomplishing all key deliverables, reporting, dashboards, attestations, etc. as required to ensure a controlled operating environment
- Understand and adhere to operational standards, policies and procedures
- Handle confrontation with grace, professionalism, cordiality, and firmness, with appropriate Partner Leadership guidance. Manage and resolve disputes appropriately
- Stay abreast of new technologies, training, and policy updates to keep knowledge current
- Routinely conduct and assess representative interactions and transactions via recordings and observations utilizing call monitoring systems; deliver timely feedback to team members
- Ensure that consultants are following correct procedures, and maintaining a high degree of quality
- Assist the escalations team, site leaders, and managers with problem resolution and troubleshooting to resolve customer issues. Answers technical and procedural questions
- Perform requisite administrative tasks, including but not limited to preparing reports, reviews, and other necessary documentation
- Salary Range: $93,000 to $136,000
- 20 PTO (Paid Time Off) days + 10 paid holidays per year
- Day one medical, dental, vision and prescription drug plan
- 401k match of 50% on 6% of eligible compensation
- Same-sex spouse and domestic partner benefits coverage
- 10 weeks of paid parental leave, 3 weeks of paid caregiver leave and up to $10k in adoption program assistance
- Telecommunication industry and/or contact center management experience in chat and voice
- 3+ years of vendor management experience
- 2+ years of contact center management experience
- High School degree or GED required; College degree preferred
- Effective Communication with both technical and non-technical customers, demonstrate products and services, and coach and develop consultants
- Demonstrate positive interpersonal skills working in a team environment
- Willing and capable of performing the tasks across various roles as they relate to account handling, offline support, training, development, and quality assurance
- Ability to analyze, recommend, and correct customer issues with root cause analysis and action-oriented plans for improvement
- Ability to analyze data to identify drivers to improve KPIs, such as Net Promoter Score, Average Handle Time, First Call Resolution, Dispatch Rate, Transfer Rate, etc.
- Ability to navigate Windows and basic Microsoft Office products MS Word, Outlook, and advanced experience in Excel preferred
- Total Flexibility - Shifts will cover all hours of operation; must have the willingness to be available, as needed during as well as, outside of your scheduled shift
- May require occasional travel not to exceed 40%
- Demonstrated leadership capabilities
- Ability to influence others
- Ability to take ownership and accountability for goals
- Ability to organize a multitude of tasks, projects, and information simultaneously
- Ability to create executive-level presentations and reporting
- Communicate effectively, both in writing and orally
- Interact with a wide variety of individuals, both internal and external, positively and effectively