Vendor Performance Manager
Remotedxb
Responsibilities
- Drive customer experience improvements by designing, launching, and managing vendor operations
- Define end-to-end workflows, workforce requirements, routing strategies, and KPIs
- Develop and implement pilot programs, agent scripts, and training modules
- Analyze vendor performance data, CSAT, and customer insights to identify trends and address process gaps
- Create, maintain, and evolve performance dashboards and reporting mechanisms
- Lead regular vendor performance reviews and present data-driven insights to leadership
- 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
- Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets, SQL)
- Experience managing cross-functional and cross-regional teams
- Ability to travel 25% of the time domestically and to nearshore locations
Preferred Qualifications
- 5 years of experience managing a team within an ISP or similar technical industry
- Experience designing and implementing workflows, process improvements, and systems
- Proven ability to drive back-office efficiency and KPI compliance
- Experience influencing internal and partner organizations across engineering and field operations
- Experience in contract negotiations
- Analytical mindset with the ability to work independently on multiple initiatives
Vacancy posted 4 days ago
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