Vendor Performance Consultant, Advanced Support
Company: Brightspeed
Location: Charlotte
Posted on: October 19, 2024
Job Description:
Company DescriptionAt Brightspeed, we are reimagining how people
live, work, play and connect by providing fast, reliable internet
connections and an awesome customer experience in twenty states
throughout the Midwest and South.Backed by funds managed byApollo
Global Management,our vision is to accelerate the upgrade of copper
to fiber optic technologies, bringing faster and more reliable
internet service to many rural markets traditionally underserved by
broadband providers, while delivering best-in-class customer
experience.Be a part of the team that will make this vision a
reality....designing and building a world class fiber network and
creating a customer experience second to none.Job
DescriptionBrightspeed 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 activitiesPerformance
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.QualificationsWhat 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 (e.g., 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 neededBonus
Points For:
- Workforce Management Experience
- Internet, ISP, Telco, or Cable industry
experience#LI-AK1Additional InformationWHY JOIN US?We aspire to
contemporary ways of working.Recognized as a Top Workplace by the
Charlotte Observer, Brightspeed HQ is located on the 7th floor of
the new Vantage South End - East Tower in Charlotte, NC.We
prioritize hiring talent in the Charlotte area, whenever possible,
to make it a truly vibrant destination for our hybrid workforce. At
Brightspeed, we have roles that are designated as remote, hybrid,
office or field-based, depending on the position, business needs
and individual circumstances. We also invest in technology that
enables our entire team to stay connected. Why? Because Brightspeed
recognizes the value of finding the best talent for the job,
wherever they may be.We offer competitive compensation and
comprehensive benefits.Our benefits and paid time off programs
reflect our underlying belief in promoting overall wellness
throughphysical, emotional and financial health.Brightspeed offers
a comprehensive benefit program, including competitive medical,
dental, vision, and life insurance; an employee assistance program;
a 401K plan with company match and a host of voluntary
benefits.Diversity, equity and inclusionare at the center of our
grounding belief inBeing Real.When we bring our authentic selves to
work, everyone is better as a result. A diverse team helps us
befierce advocatesfor moreaccessible,inclusiveand high-quality
internet, because webelieve doing so promotesequityin the
communities we serve.Brightspeed is an Equal Opportunity
Employer/Veterans/DisabledFor all applicants, please take a moment
to review our Privacy Notices:
- Videos To Watchhttps://vimeo.com/681585068
Keywords: Brightspeed, High Point , Vendor Performance Consultant, Advanced Support, Professions , Charlotte, North Carolina
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