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Responsibilities
- Support contact centers for Advanced Support
- Manage vendor execution on outages, provisioning, law enforcement support
- Serve as liaison between company and vendor
- Manage internal and vendor performance via multiple communication channels
- Develop strategies for improved business performance
- Facilitate relationships between Brightspeed and vendor partners
- Maintain strong relationships with external suppliers
- Develop a coaching program for vendor-managed teams
- Monitor and track customer service and service assurance metrics
- Conduct regular audits to ensure quality and compliance
Requirements
- 3+ years of experience managing contact centers and BPO vendor management
- Proven experience in performance coaching and analytics
- Knowledge of key elements in the end-to-end customer experience
- Strong customer focus and advocacy
- Leadership ability and change management expertise
- Proficient in data analysis tools and customer service platforms
- Experience developing and tracking KPIs
- Ability to solve problems under pressure
- Knowledge of broadband products and services
- Remote work, supporting 24×7 operations, nights and weekends
Benefits
- Competitive compensation and comprehensive benefits
- Medical, dental, vision, and life insurance
- 401K plan with company match
- Paid time off programs promoting overall wellness
- Employee assistance programs
- Remote, hybrid, and office-based roles available
