Vendor Performance Manager, Customer Support

At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We’re not just growing to build better internet experiences, we’re also building a welcoming place where people who want to make a difference can grow their careers.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.

The application window will be open until at least February 28, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.

Role Description

GFiber’s Customer Engagement Team is looking to enhance customer support, and transform what’s expected of support in the ISP industry. GFiber is a service driven organization whose mission is to enhance internet service in the industry. We are a group of passionate team members with a great ownership mindset who aim to show our customers that they matter at every step of their journey with us. In this role, you'll be passionate about customers, develop/think how we can enhance the internet service delivery. 

As a Vendor Manager, your priority will be to hold vendors accountable for meeting goals through governance and performance management which includes, but not limited to, forecasting demand, coordinating capacity, overseeing staffing, service level delivery, customer satisfaction scores, quality assurance, and other operations metrics. In addition, when operational problems arise, you will supervise the root cause analysis and monitor progress of follow up actions. In this role, you will manage responsibility for provisioning and enabling the vendors to operate as outlined in the Statement of Work (SOW).  You will hold vendors accountable for sharing information so mistakes are a learning opportunity for the whole outsourced organization. You will be responsible for monitoring performance of hiring and training teams, process quality to ensure the level of performance is consistent and agents have the capability to execute well. Working with the vendor, you will ensure changes to processes or systems are operationalized.  Lastly, you will forecast demand in partnership with stakeholders and ensure that the Vendors meet hiring needs for our 24/7 operations.

In this role, you'll:

• Providing staffing plans for vendors based on forecasted contact demand (phone and chat), analyze trends, and ensure vendors are adequately staffed to meet service level objectives across Customer Support and Sales channels (phone, email, social, chat).
• Embody an ownership mindset as it pertains to the management of all Contact Centers KPIs in a startup environment by developing and executing quarterly action plans to exceed all KPIs on a daily, weekly and monthly tracking of progress.
• Partner with our Contact Center vendors to increase the effectiveness, improve the efficiency of our vendors and the overall GFiber performance by leveraging data and analytics to identify opportunities for improvement and implement new programs and tools. 
• Lead and present on regular business reviews and vendor relationship management activities and partner with cross functional teams to drive continuous vertical improvements and efficiencies at scale
• Apply a Vendor Strategic Framework and define strategy for the call center channel overall, vendor footprint and next gen service experience. Including building a roadmap for further development of the systems and tools (e.g. AI, machine learning elements in the Contact Centers).

At a minimum we'd like you to have:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in Workforce Management and Call Center Vendor Management within Customer Service contact centers. 
• Experience in contract negotiations.
• Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets or Dashboard Software) to performance manage results.
• Experience managing cross-functional and cross-regional teams with: project management, customer service, process quality, and process optimization.

It's preferred if you have:

• Experience with designing and implementing workflows, process improvements and systems or tools to work with external parties.
• Experience with influencing engineering, shared services, sales support in developing value propositions. 
• Ability to pull and analyze data using SQL queries.
• Problem-solving skills, with the ability to build and maintain capacity and budget reporting.
• Ability to adapt to change quic