Sr. Vendor Relations Specialist (Digital Support)

Job Description

The Contact Center BPO Specialist is responsible for supporting our digital customers (Chat, messaging, & social media)  and helping to ensure the fulfillment of SimpliSafe’s mission, vision, values through: 

• Facilitation and management of assigned BPO KPI performance 
• Effective communication both verbally and in writing
• Staffing delivery oversight and performance  
• Financial performance oversight
• Change management and BPO partner engagement 

You will also support SimpliSafe project teams and key internal stakeholders as needed.

What You’ll Do

• Facilitation and Management of Assigned BPO KPI performance 
• Prepare and participate in all business review meetings for assigned BPO 
• Review KPI performance with BPOs regularly & partner with BPOs and LOB leaders to address underperformance 
• Work with BPOs to analyze root cause of performance issues and create realistic mitigation plans 
• Accountable for resolution and communication of any specific customer issues as requested 
• Consistently monitor customer experience though call listening and digital media reviews 
• Remove any roadblocks to BPO performance through research and feedback 
• Effective communication both verbally and in writing
• Facilitate timely communication between BPOs and SimpliSafe
• Partner with WFM, analysts, and engineers in both organizations to provide any data or reports needed more effectively operate the business 
• Make sure assigned BPO / LOB has the most up to date information at all times 
• Find ways to optimize information delivery by automating data deliver where possible  
• Staffing delivery oversight and performance  
• Partner with SimpliSafe WFM and all other stakeholders to ensure all parties understand current staffing intent and tactics 
• Review hours delivered vs hours requested weekly to make sure BPOs meet requirements. Notify director and key stakeholders of any changes 
• Ensure all parties are aware of and respect the contractual relationships   
• Fully understand assigned BPO staffing routines serve as SS SME on assigned BPO staffing routines   
• Work with key stakeholders to improve staffing routines 
• Engage with director and other stakeholders in optimizing long term staffing planning 

• Financial performance oversight
  • Audit invoices for assigned BPO prior to submission
  • Validate billable hour details and any other charges vs plan  
  • Communicate any deviations from budget or apparent anomalies to BPO Director in a timely manner 
  • Work with BPOs, Director, LOB leaders & WFM to anticipate any budget variances to ensure no surprises vs AOP
  • Ensure any variations from plan are approved in a timely manner
• Change management and BPO partner engagement  
  • Partner with internal SimpliSafe stakeholders and assigned BPO to facilitate any process or strategy changes 
  • Support change management for SOWs & amendments by researching, validating and documenting changes  
  • Execute any change requests as needed 
  • Monitor BPO reaction and adoption of any changes notify director and key stakeholders of any concerns 
  • Be a change champion and cultural ambassador between BPO and SimpliSafe to encourage an aligned and cohesive working team

What You’ll Need to be successful

• Great communication skills both verbal and written
• Passion for our mission, vision and values 
• A sense of urgency, and a result-oriented attitude balanced by integrity and  the desire to always do the right thing
• Strong attention to detail, time management and organizational skills
• Advanced MS Excel skills 
• Advanced Google Productivity skills a Plus (Google Sheets, Docs, & Slides)
• Ability to multi-task and work in a fast-paced, high-volume environment
• A self motivated problem solver who takes the initiative to analyze problems then develop and implement efficient, creative solutions
• Ability to influence at all levels 
• Proactive KPI performance management 
• Ability to think independently, and proactively recognize and prioritize efforts to mitigate any issues that may arise 
• Team player, who thrives in a matrixed environment 
• A positive people focused attitude, and ability to adapt quickly to changing priorities
• Willingness & ability to travel internationally (25% travel)
• 5+ years customer service experience
• Experience with Sprinklr digital platform a plus 
• 3+ years of vendor management experience preferred