This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and oversee outsourced operations that support both specialty and general customer service teams.

• Design new workflows, set KPIs, and ensure effective daily execution along with continuous enhancements.

• Create, launch, and manage vendor operations, which include workflows, workforce needs, routing strategies, and KPIs.

• Develop and roll out pilot programs, agent scripts, and training materials.

• Assess vendor performance data, CSAT, and customer insights to identify patterns and address process deficiencies.

• Formulate outage management strategies and specific protocols for customer outages.

• Assist in system design and migration from outdated systems to contemporary platforms.

• Create, sustain, and adapt performance dashboards and reporting tools.

• Provide actionable weekly insights to leadership and vendor partners.

• Conduct regular vendor performance evaluations and manage vendor relationships and accountability.

• Participate in an “On Call” rotation every 6 weeks, which includes nights, weekends, and holidays.

⛳️ 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.

• Proficient in manipulating and analyzing large data sets in spreadsheets, including Google Sheets, creating dashboards, and extracting data from SQL tables.

• Experience in managing cross-functional and cross-regional teams in Project Management, Customer Service, Process Quality, and Process Optimization.

• Willingness to travel 25% of the time, both domestically and to nearshore locations.

• This position does not qualify for immigration sponsorship.