Vendor Performance Manager, Customer Support
New
G
GFiberTelecommunications
RemoteFull-TimeMiddle
Salary$136,000 - $198,000 + bonus + benefits
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Job Details
- Experience
- 5 years in ISP operations; 7 years in Call Center Vendor Management.
- Required Skills
- Project ManagementSQLData AnalysisGoogle SheetsCustomer support
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, creating dashboards, pulling data from SQL tables).
- Experience managing cross-functional and cross-regional teams in Project Management, Customer Service, Process Quality, and Process Optimization.
- Ability to travel 25% of the time domestically and to nearshore locations.
- Ability to work independently on multiple initiatives simultaneously.
Responsibilities
- Design, launch, and manage vendor operations including workflows, workforce requirements, and routing strategies.
- Develop pilot programs, agent scripts, and training modules to drive service quality.
- Analyze vendor performance, CSAT, and customer insights to identify and resolve process gaps.
- Contribute to system design and migration from legacy systems to new platforms.
- Maintain performance dashboards and provide actionable weekly insights to leadership.
- Conduct regular vendor performance reviews to ensure accountability and strategic alignment.
- Participate in an "On Call" rotation every 6 weeks including nights, weekends, and holidays.
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