Manager, Vendor Management – Technical Support

At 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 by Apollo 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.

Check us out on the web!  

We are currently looking for a Manager, Vendor Management – Technical Support to join our growing team! In this role, you will lead all execution aspects of 1-3 contact centers that support Brightspeed’s Technical Support vertical. You will manage staff of internal supervisor, individual contributors, and administrative assistants. You will also manage BPO operations and is accountable for contractual execution and SLA delivery, managing dail operations and ensures the centers’ long-term strategic success. You will execute effective contact center management practices to increase revenue, enhance efficiencies, and improve service quality. You will also be expected to execute strategies to optimize customer engagement via phone, chat or SMS.

As a Manager, Vendor Management – Technical Support, your duties and responsibilities will include:

Vendor Relationship Management:

• Oversee and optimize relationships with external suppliers. This role involves strategic planning, negotiation, and performance evaluation to ensure efficient and cost-effective vendor partnerships.
• Cultivate and maintain strong relationships with contact center vendors
• Regularly assess vendor performance against KPIs and take proactive measures to address any issues or gaps

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 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, and troubleshooting compliance.

Quality Assurance and Compliance:

• Establish quality assurance protocols and standards to ensure consistent delivery of high-quality Technical Support interactions
• Conduct audits and quality checks to assess adherence to established guidelines, policies, and regulatory requirements
• Address any compliance issues promptly and work with vendors to implement corrective actions and prevent recurrence

Performance Optimization:

• Analyze KPI data and trends to identify areas for improvement and optimization
• Work closely with vendors to implement strategies for enhancing effectiveness and efficiency
• Provide training, guidance, and support to vendor teams to maximize their performance potential

Risk Management and Compliance:

• Ensure compliance with regulatory requirements and company policies in all service, sales & retention activities
• Identify and mitigate risks associated with vendor operations, including data security, compliance, and quality assurance

Communication and Reporting:

• Serve as the primary point of contact between internal stakeholders and vendor teams
• Communicate regularly with stakeholders to provide updates on performance, initiatives, and challenges
• Prepare and present reports, analyses, and recommendations to senior management as needed

Other Responsibilities:

• Crisis management skills are crucial for handling 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

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s Degree or equivalent experience
• 3+ years of experience leading and or managing a team
• 3+ years of experience managing, leading, and supporting contact centers and BPO vendor management organizations
• Experience developing and implementing contact center and/or channel performance improvement strategies
• Experience improving customer experience and service strategies
• Experience developing implementing and tracking KPIs
• Strong customer focus and proven customer advocacy
• Strong negotiation skills and ability to manage complex contracts
• Knowledge of key elements that comprise the end-to-end customer experience
• Ability to communicate orally and in writing, in a clear and straightforward manner
• Ability to document, prepare and present data-driven presentations
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Proven track record of developing staff and maintaining a high standard of employee relations
• Ability to use personal computer and software
• Knowledge of broadband products and services
• Strong business planning and forecasting skills
• Strong leadership ability
• Ability to serve as a visionary and think strategically
• Ability to lead large change initiatives
• Ability to foster teamwork and build a strong culture of collaboration

BONUS POINTS FOR:

• Masters Degree
• Workforce Management Experience
• Internet, ISP, Telco or Cable industry experience 

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WHY 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 through physical, 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 inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice