About the position
We are looking for a Senior Manager, Contact Center - Technical Support to join our growing team at Brightspeed. In this pivotal role, you will lead all execution aspects of one of Brightspeed's Technical Support Contact Centers. Your leadership will extend to managing a team that includes Vendor Managers and Vendor Performance Consultants, as well as overseeing BPO operations. You will be responsible for managing daily operations while ensuring the long-term strategic success of the contact center. This position requires the execution of effective contact center management practices aimed at increasing revenue, enhancing efficiencies, reducing operational costs, and improving service quality. As a Senior Manager, you will oversee vendor relationship management, optimizing relationships with external suppliers through strategic planning, negotiation, and performance evaluation. You will cultivate and maintain strong relationships with contact center vendors, regularly assessing their performance against key performance indicators (KPIs) and proactively addressing any issues or gaps that arise. In addition, you will collaborate with the Senior Leadership Team to understand customer service targets and objectives, translating these strategies into actionable plans for vendor teams. Monitoring and tracking customer service performance metrics will be a key responsibility, providing regular updates and insights to stakeholders. You will also be involved in service assurance strategy execution, ensuring alignment with organizational goals and monitoring performance metrics related to service assurance. Quality assurance and compliance will be critical components of your role, as you will establish protocols and standards to ensure high-quality Technical Support interactions. Conducting audits and quality checks will help assess adherence to established guidelines, policies, and regulatory requirements. You will also analyze KPI data and trends to identify areas for improvement and optimization, working closely with vendors to implement strategies that enhance effectiveness and efficiency. Your role will also involve risk management and compliance, ensuring adherence to regulatory requirements and company policies in all service, sales, and retention activities. You will serve as the primary point of contact between internal stakeholders and vendor teams, communicating regularly to provide updates on performance, initiatives, and challenges. Additionally, you will prepare and present reports, analyses, and recommendations to senior management as needed. Crisis management skills will be crucial for handling escalated customer issues and ensuring swift resolution.
Responsibilities
- Lead all execution aspects of Brightspeed's Technical Support Contact Centers.
- Manage a team including Vendor Managers and Vendor Performance Consultants.
- Oversee BPO operations and manage daily operations for long-term strategic success.
- Optimize relationships with external suppliers through strategic planning and negotiation.
- Cultivate and maintain strong relationships with contact center vendors.
- Regularly assess vendor performance against KPIs and address any issues or gaps.
- Collaborate with Senior Leadership Team to understand customer service targets and objectives.
- Translate customer service strategies into actionable plans for vendor teams.
- Monitor and track customer service performance metrics, providing regular updates to stakeholders.
- Collaborate with management teams to understand service assurance targets and objectives.
- Translate service assurance strategies into actionable plans for vendor teams.
- Monitor and track service assurance performance metrics, providing regular updates to stakeholders.
- Establish quality assurance protocols and standards for Technical Support interactions.
- Conduct audits and quality checks to assess adherence to guidelines and regulatory requirements.
- Analyze KPI data and trends to identify areas for improvement and optimization.
- Work closely with vendors to implement strategies for enhancing effectiveness and efficiency.
- Ensure compliance with regulatory requirements and company policies in all activities.
- Serve as the primary point of contact between internal stakeholders and vendor teams.
- Prepare and present reports, analyses, and recommendations to senior management.
Requirements
- Bachelor's degree or equivalent experience.
- 7+ years of experience leading and managing a team.
- 7+ years of experience managing Customer Care and Technical Support contact centers and BPO vendor management organizations.
- Experience developing and implementing contact center performance improvement strategies.
- Experience improving customer experience and service strategies.
- Experience developing, implementing, and tracking KPIs.
- Strong customer focus and proven customer advocacy.
- Knowledge of key elements that comprise the end-to-end customer experience.
- Ability to communicate clearly in both oral and written forms.
- Ability to document, prepare, and present data-driven presentations.
- Ability to make decisions and solve problems under pressure.
- Ability to prioritize and organize effectively.
- Proven track record of developing staff and maintaining high employee relations standards.
- Knowledge of broadband products and services.
- Strong business planning and forecasting skills.
- 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.
Nice-to-haves
- Master's degree.
- Workforce Management Experience.
- Internet, ISP, Telco or Cable industry experience.
Benefits
- Competitive medical, dental, vision, and life insurance.
- Employee assistance program.
- 401K plan with company match.
- Comprehensive benefits and paid time off programs promoting overall wellness.
