Sr. Vendor Management Specialist

Job Description:

The role of a Senior Vendor Management Specialist is accountable for supporting compliance and consistency in Partner relationships and analytical management. This role requires a proficient understanding of Frontier contact center operations, daily work assignments/workflow and its key influences. Key to the success of this role is the ability to analyze and articulate the learning’s from each Vendor Partner via reporting to internal and external departments and support groups.

Senior Vendor Management Specialist will have responsibility for the development and production of analytical insights on the performance of partner consultants, leaders, and site locations, with the goal of movement toward value-based care and increased revenue. Residential Partner Specialist deliver consistent performance that promotes customer loyalty, brand recognition, and revenue generation.

What you’ll do:

• Utilize knowledge of business to level set issues and escalate as appropriate to Partner Manager contact
• Inspect compliance, strategies and tactics to ensure partner centers are meeting requirements and objectives
• Create centralized process improvement through new and revised programs, as determined necessary
• Monitor internal process opportunities and assist in development of strategic plans to advance performance and implement solutions within the partner enterprises
• Interact with partners to provide and review feedback pertaining to process improvement opportunities and action plans
• Continue building knowledge of internal policies and procedures, to implement necessary enhancements/improvements to minimize risk and increase performance
• Work closely with Partner Managers to identify performance concerns and trending patterns
• Maintain up-to-date project documents for all initiatives that include technical details, user expectations, project goals, work effort, accountability, and deliverables
• Identify system concerns and provisioning processing. Collaborate with partners and their respective IT teams to provide fast and efficient resolutions
• Work with internal Frontier teams to ensure thorough, complete and accurate documentation of critical processes across the Residential Partner space
• Assist in manage the documentation, tracking, reporting and storage of control evidence, risks and action plans
• Assist in accomplishing all key deliverables, reporting, dashboards, attestations, etc. as required to ensure a controlled operating environment
• Understand and adhere to operational standards, policies and procedures. Handle confrontation with grace, professionalism, cordiality, and firmness, with appropriate Partner Leadership guidance. Manage and resolve disputes appropriately
• Stay abreast of new technologies, trainings and policy updates to keep knowledge current
• Routinely conduct and assess representative interactions and transactions via recordings and observations utilizing call monitoring systems; delivers timely feedback to team members
• Ensures that consultants are following correct procedures, and maintaining a high degree of quality
• Assists escalations team, site leaders and Partner Managers with problem resolution and troubleshooting to resolve customer issues. Answers technical and procedural questions
• Performs requisite administrative tasks, including but not limited to preparing reports, reviews and other necessary documentation
  
  
  

Personal Attributes:

• Demonstrated leadership capabilities
• Ability to influence others
• Ability to take ownership and accountability for goals
• Ability to organize a multitude of tasks, projects and information simultaneously
• Ability to create executive level presentations and reporting
• Communicate effectively, both in writing and orally
• Interact with a wide variety of individuals, both internal and external, positively and effectively
• Independent judgment skills, as well as the ability to make effective decisions quickly
• The ability to have fun and enjoy your work environment
• A desire and passion for winning and delivering world class service
• Exhibit “Delight the Customer” values, ability to show passion for our Customers
  
  
  

What we need in you:

• Partner Specialists should have experience with Frontier product lines as well as application knowledge in the following systems: CRM and Non-CRM DPI, DSL Order Tool, PEGA, VxField, SIMPL, LoopCare, CORE, fONE, BOLD Chat, Electronic Bill Payment Processing (EBPP), Workflow Manager, ESP, ACT, etc.
• Must be able to effectively communicate to both technical and non-technical customers, and clearly demonstrate products and services and coach and develop consultants
• Demonstrate positive interpersonal skills working in a team environment
• Willing and capable of performing the tasks across various roles as it relates to account handling, offline support, training, development, and quality assurance
• Ability to analyze, recommend and correct customer issues with root cause analysis and action-oriented plans for improvement.
• Ability to analyze data to identify drivers to improve KPIs, such as Net Promoter Score, Average Handle Time, First Call Resolution, Dispatch Rate, Transfer Rate, etc.
• Able to navigate Windows and basic Microsoft office products MS Word, Outlook and advanced experience in Excel preferred
• Total Flexibility - Shifts will cover all hours of operation; must have a willingness to be available, as needed during as well as, outside of your scheduled shift
• Minimum of three (3) years of customer service experience required
• Minimum of one (1) year Tech Support experience
• High School degree or GED required; College degree preferred
• May require occasional travel not to exceed 50%
  
  
  

What we offer:

Nothing is more important to our success than the team that built it. That’s why we provide benefits to keep you and your family well. Some of which we’re most proud to offer includes:

• 20 PTO (Paid Time Off) days + 10 paid holidays per year
• Salary Range: $65,000 to $90,000
• Day one medical, dental, vision and prescription drug plan
• 401k match of 50% on 6% of eligible compensation
• Tuition Assistance Program
• Personal & Work Life Balance Resources & Wellness Support Assistance
• Employee Resource Groups
• 10 weeks of paid parental leave, & a phased return to work program for new parents
• Up to $10k in adoption program assistance
• 3 weeks of paid caregiver leave
  
  
  

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.

Connecting communities is at the heart of what we do. We are committed to building a team that reflects the communities we serve. If your background and experiences are aligned with our passion to improve digital access across America, we encourage you to apply and help us achieve our mission to #BuildGigabitAmerica.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.