Manager, Vendor Management - Partner Support

Job Description

We are currently looking for a Manager, Vendor Management - Partner Support to join our growing team. In this position, you will lead all execution aspects of Vendor Contact Center teams supporting Acquisition Partner efforts and Support programs for Legacy Products and Brightspeed Fiber.

You will execute inbound and outbound strategies to optimize customer engagement via phone, live chat, task, case, and SMS.

You will facilitate efficiency and production to target in programs such as Partner Acquisition Programs, Order Support, Order Audit, Reward and Referral Programs, Directory Listings, compliance functions such as Third-Party Verification, Address Qualification, and Ad-Hoc or Change Management efforts.

In this position, you will report directly to the Director, Customer Contact Centers.

As a Manager, Vendor Management - Partner Support, your duties and responsibilities will include :

• Responsible for contact centers service excellence in day-to-day operations along with training, growth, and development for one or more of Brightspeed’s Contact Center verticals
• Oversees and optimizes relationships with internal staff, including Door to Door Management, Acquisition Partners, Shared Services, IT, Marketing, Training, and others
• Oversees and optimize relationships with external suppliers. This role involves strategic planning, negotiation, and performance evaluation to ensure efficient and cost-effective vendor partnerships
• Responsibilities include team management, vendor management, ensuring high-quality customer interactions, service level delivery, driving acquisition, care, and retention targets, and fostering a customer-centric culture
• Stakeholder communication including to senior leadership, including regular reporting on team performance and strategic initiatives, is also a key aspect
• This role requires a dynamic leader capable of driving results, improving processes, problem solving, and maintaining a customer-centric focus within the Channel Operations environment
• Monitor key performance indicators (KPI’s) and attainment to campaign goals
• Creating business plans to address deficiencies while driving continuous incremental improvement
• Develop and implement sales, retention, and customer services strategies, optimizing processes to enhance efficiency, and collaborating with cross-functional teams
• Responsible for the delivery performance metrics, staff training, and maintaining a positive work environment
• Analyze customer feedback, identify trends, and implement improvements to enhance the overall customer satisfaction and achieve business goals
• Participates in budget planning, resource allocation, and cost management
• This role demands a balance between strategic thinking and vision, effective communication, hands-on leadership with a deep understanding of sales execution and attribution, offline workflows, customer service, and retention dynamics in a contact center environment
• Collaborates with internal and external partners to strengthen relationships and identify opportunities for business growth.

Continuous improvement initiatives, such as feedback loops and process refinements, are integral to optimizing service quality

• Responsible for fostering a collaborative and inclusive team culture. This involves mentoring, developing, and implementing recognition programs
• Manage the adoption of new technologies, systems, and customer contact tools. Partners with Shared Service & IT teams to leverage tools and guide platform changes and improvements
• Crisis management skills are crucial for handling 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

Qualifications

WHAT IT TAKES TO CATCH OUR EYE :

• Bachelor’s Degree or equivalent experience
• 5+ of experience leading and or managing a team
• 3+ years of experience managing, leading, and supporting contact centers and BPO vendor management organizations
• Experience developing and implementing contact center and / or channel performance improvement strategies
• Ability to identify business challenges and provide operationally acceptable solutions
• Highly organized and professional, with the ability to prioritize and manage multiple tasks simultaneously
• Experience improving sales, customer experience and service strategies
• Experience developing implementing and tracking KPIs
• Strong customer focus and proven customer advocacy
• Knowledge of key elements that comprise the end-to-end customer experience
• Ability to communicate orally and in writing, in a clear and straightforward manner
• Ability to document, prepare and present data-driven presentations
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Proven track record of developing staff and maintaining a high standard of employee relations
• Knowledge of broadband products and service
• Strong business planning and forecasting skills
• Strong leadership ability
• Ability to serve as a visionary and think strategically
• Ability to lead large change initiatives
• Ability to foster teamwork and build a strong culture of collaboration
• Proficient in Microsoft applications (, PowerPoint, Word, Outlook, Excel, Teams)
• Additional systems knowledge with case management, task management, IVR systems, ordering systems, agent CRM, customer service and technical support solutions

BONUS POINTS FOR :

• Master’s Degree
• Workforce Management Experience
• Internet, ISP, Telco, or Cable industry experience preferred

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