Vendor Performance Manager, Customer Support

The application window will be open until at least Mar 7, 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 Workforce Vendor Manager, your priority will be to develop and execute staffing plans to ensure service delivery is met at industry leading standards. You will lead all Workforce efforts, including forecasting (short and long term), developing of staffing plans, executing of staffing plans, real-time management of Service Level and Post Mortems of Workforce impacting incidents should they occur. 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:

• Develop and execute comprehensive staffing and capacity plans by analyzing historical trends, real-time data, and business forecasts to ensure optimal agent coverage while balancing service levels and cost efficiency.
• Lead short and long-term forecasting efforts across all communication channels (calls, chat, emails, etc.), leveraging predictive analytics and workforce management tools to align staffing needs with evolving business demands.
• Conduct in-depth analysis on occupancy, shrinkage, and productivity metrics to identify trends, optimize workforce utilization, and provide strategic recommendations on routing strategies that enhance efficiency and improve customer experience.
• Oversee real-time workforce monitoring and vendor performance management, ensuring adherence to capacity plans by making real-time adjustments, optimizing agent allocation, and proactively addressing service level deviations. Partner with vendors to drive accountability, ensuring they meet staffing commitments and performance expectations.
• 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

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 developing staffing plans at interval level, with short and long term forecasts
• Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets and Dashboard Software and SQL ) 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 Genesys Cloud platform
• Ability to pull and analyze data using SQL queries.
• Problem-solving skills, with the ability to build and maintain capacity and budget
• Ability to adapt to change quickly and effectively while operating in a fast-paced, constantly evolving team environment; self-starter with an analytical mindset and ability to work independently on multiple initiatives at the same time.
• Ability to travel domestically and to nearshore locations as needed.

The US base salary range for this full-time position is between $128,000 - $187,000 + bonus + cash award + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.