Vendor Performance Manager, NOC Operations

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

📋 Description

• Create and oversee key performance indicators (e.g., SVL, AHT, MTTD, MTTR) to assess vendor performance across various NOC Ops metrics.

• Perform regular (daily) evaluations of vendor performance, offering feedback on strengths and areas for enhancement.

• Work alongside vendors to project staffing requirements based on expected ticket/case volumes, seasonal trends, and other variables.

• Evaluate vendor agent skill sets and pinpoint training or development needs to improve performance.

• Build and maintain robust working relationships with vendor representatives.

• Gather and analyze vendor performance data, uncovering trends and insights.

• Maintain an in-depth understanding of NOC/technical support processes, tools (e.g., Netcracker, ServiceNow, Genesys, Jira), and fiber internet technologies.

⛳️ Requirements

• A bachelor's degree in business, information technology, or a related discipline.

• Seven years of experience in operations, vendor management, technical support, or a comparable field.

• Proven experience in establishing and nurturing strong relationships with vendors.

🏝️ Benefits

• Bonus

• Cash award

• Benefits