Vendor Performance Consultant, Advanced Support

Job Description

Brightspeed is looking for a Vendor Performance Consultant, Advanced Support to join our team! The Vendor Performance Consultant at Brightspeed plays a pivotal role in driving our organization’s continuous evolution and excellence in Channel Operations and Advanced Support.

This role is instrumental in aligning operational strategies with the company’s overarching goals to sustain and enhance operational efficiency, staff productivity, and customer satisfaction.

As A Vendor Performance Consultant, Your Responsibilities Will Include :

• Supports execution aspects of contact centers that support Brightspeed’s Contact Center vertical in Advanced Support
• Manage vendor team execution of outage board, complex voice and data troubleshooting and provisioning, DMCA, law enforcement support, duplicate credentials usage violations, transition support, customer notifications, and research.
• Manages staff of internal individual contributors.
• Serve as a primary liaison between the company and the vendor.
• Facilitate optimal usage and improvements to systems and processes with the vendor, identifying and addressing potential bottlenecks or gaps.
• Manages daily operations and ensures the centers' long-term strategic success.
• Manages internal and vendor performance of work assigned via case and task management, offline work, phone, chat, email, or SMS.
• Develop strategies for improved business performance and lead efforts to implement.
• Facilitate and maintain relationships between Brightspeed and Vendor partners.

Impact :

Vendor Relationship Management :

• Maintain strong relationships with external suppliers. This role involves performance evaluation, and observation to ensure productive and efficient vendor partnerships.
• Develop and implement a comprehensive coaching program aimed at elevating the skills and performance of vendor-managed teams.
• Regularly inspect performance and coaching sessions, providing feedback and strategies for improvement to ensure high-quality customer interactions.

Customer Service Strategy Execution :

• Collaborate with management to understand customer service targets and objectives.
• Translate customer service strategies into actionable plans for vendor teams, ensuring alignment with organizational goals.
• Monitor and track customer service performance metrics, providing regular updates and insights to stakeholders. Measurements to include, but not limited to Offline Work Productivity, ASA, Days to Close, Customer Satisfaction (CSAT), First Contact Resolution (FCR), Transfer Rate, and Billing Adjustments.

Service Assurance Strategy Execution :

• Collaborate with management teams to understand service assurance targets and objectives.
• Translate service assurance strategies into actionable plans for vendor teams, ensuring alignment with organizational goals.
• Monitor and track service assurance performance metrics, providing regular updates and insights to stakeholders. Measurements to include, but not limited to Dispatch Rate, Non-productive Dispatch Rate, Modem Replacements, provisioning and troubleshooting compliance.

Knowledge Transfer Specialist :

• Facilitate the transfer of organizational knowledge and best practices to the vendor, ensuring consistency and quality in customer service delivery.
• Design and conduct workshops and training sessions to address identified areas for performance enhancement.

Analytics and Business Analysis :

• Analyze performance data to identify trends, opportunities for efficiency gains, and areas requiring intervention.
• Collaborate closely with the vendor to implement strategies for saving resources and optimizing operational performance.
• Proactively identify potential problems, provide alternative solutions, and execute decisions with the big picture and long-term effects in mind.

Quality Assurance, Compliance, and Audit :

• Establish quality assurance protocols and standards to ensure consistent delivery of high-quality Technical Support interactions.
• Conduct regular audits, certify coaching practices, and ensure adherence to established standards of quality and efficiency.
• Ensure compliance with regulatory requirements and company policies in all service and support activities

Performance Optimization and Outlier Management :

• Identify outliers in performance metrics and devise targeted strategies for improvement, including specialized huddles or training sessions.
• Collaborate with the vendor to adjust workflows or processes as needed to manage and improve overall performance.

Other Responsibilities :

• Regularly report to management on the status of activities, performance metrics, and outcomes of enhancement initiatives.
• Provide strategic recommendations based on data analysis and performance trends to continuously improve service delivery.
• Manage escalated customer issues and ensuring swift resolution by clearly defining problem statements, while assessing the frequency and impact to the business.
• Function as escalation point, sometimes after hours, when standard processes are not meeting customer expectations.
• The above statements describe the general nature and level of work performed and are not intended to be an exhaustive list of all responsibilities, duties and skills required.

Qualifications

What It Takes To Catch Our Eye :

• 3 years of experience managing, leading, and supporting contact centers and BPO vendor management organizations.
• Proven experience in performance coaching, analytics, or a related field, preferably within a customer service environment.
• Experience developing implementing and tracking KPIs.
• Ability to make decisions and solve problems while working under pressure
• Knowledge of key elements that comprise the end-to-end customer experience.
• Strong customer focus and proven customer advocacy.
• Experience in quality assurance and performance evaluation.
• Ability to prioritize and organize effectively.
• Proven history of developing staff and maintaining a high standard of employee relations.
• Strong leadership ability and change management expertise
• Ability to foster teamwork and build a strong culture of collaboration with internal teams and external vendors.
• Excellent verbal and written communication and facilitation skills, capable of collaborating with our training team to deliver impactful training sessions and workshops.
• Ability to document, prepare and present data-driven presentations.
• Proficient in data analysis tools and customer service platforms
• Proficient in Microsoft applications (, PowerPoint, Word, Outlook, Excel, Teams)
• Ability to use personal computer and software.
• Knowledge of broadband products and services.
• Prior knowledge of and leadership experience within Technical or Advanced Support
• Remote work from home
• Supports a 24x7 operation nights and weekends as needed

Bonus Points For :

• Workforce Management Experience
• Internet, ISP, Telco, or Cable industry experience

LI-AK1