Vendor Performance Manager, Customer Support

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🔥 13 minutes ago

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Google Fiber

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

📡 Telecommunications

Telecommunications • Internet

Google Fiber is a high-speed internet service provider and a subsidiary of Alphabet Inc. , offering fiber optic communication services to select areas in the United States. As an integral part of Google's suite of products and services, Google Fiber aims to provide fast and reliable internet connections to enhance user experience across digital platforms.

📋 Description

• Drive customer experience improvements by designing, launching, and managing vendor operations; define end-to-end workflows, workforce requirements, routing strategies, and KPIs to ensure efficient call handling and productivity. • Develop and implement pilot programs, agent scripts, and training modules; analyze vendor performance data, CSAT, and customer insights to identify trends, address process gaps, and drive continuous improvement in service quality and customer experience, including specific protocols for customer outages. • Proactively identify inefficiencies in existing processes and lead improvement initiatives; leverage a system-design mindset to contribute significantly to the transition from legacy systems to new platforms, designing and implementing solutions from the ground up. • Create, maintain, and evolve performance dashboards and reporting mechanisms; analyze data to visualize trends, measure vendor productivity against KPIs, and deliver actionable weekly insights to leadership and vendor partners. • Lead regular vendor performance reviews, presenting data-driven insights and strategic recommendations to manage relationships effectively, ensure accountability towards achieving operational targets, and align on performance management strategies. • Participate in an "On Call" rotation every 6 weeks, including nights, weekends, and holidays.

🎯 Requirements

• Bachelor’s degree or equivalent practical experience. • 5 years of experience in Internet Service Provider (ISP) operations. • 7 years of experience in Call Center Vendor Management within Customer Service contact centers • Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets , Creating Dashboards, pulling data from SQL tables) to performance manage results • Experience managing cross-functional and cross-regional teams in Project Management, Customer Service, Process Quality, and Process Optimization • Ability to travel 25% of the time domestically and to nearshore locations.

🏖️ Benefits

• bonus • benefits