Vendor Performance Manager, Customer Support

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

📋 Description

• Enhance customer experience by designing, launching, and overseeing vendor operations; define comprehensive workflows, workforce needs, routing strategies, and KPIs to ensure effective call management and productivity.

• Create and execute pilot programs, agent scripts, and training materials; evaluate vendor performance metrics, CSAT, and customer feedback to identify patterns, address process deficiencies, and promote ongoing improvements in service quality and customer experience, including specific protocols for customer outages.

• Proactively discover inefficiencies in current processes and spearhead improvement initiatives; utilize a system-design approach to significantly contribute to the transition from legacy systems to new platforms, creating and implementing solutions from the ground up.

• Develop, sustain, and advance performance dashboards and reporting tools; analyze data to visualize patterns, assess vendor productivity against KPIs, and provide actionable weekly insights to leadership and vendor partners.

• Conduct regular vendor performance evaluations, delivering data-driven insights and strategic recommendations to effectively manage relationships, ensure accountability for operational targets, and align on performance management strategies.

• Participate in an "On Call" rotation every 6 weeks, including 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.

• Proficiency in manipulating and analyzing large datasets in spreadsheets (Google Sheets, creating dashboards, extracting data from SQL tables) to manage performance outcomes.

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

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

🏝️ Benefits

• Bonus

• Benefits