Senior Specialist of Vendor Management - Frontier Communications

Senior Specialist of Vendor Management

At Frontier, seeing what's beyond the horizon is in our fiber. And we've been doing just that for over 80 years - connecting communities with emerging communications technology across the country. At Frontier, we're transforming our business to break new ground and taking the digital revolution across the nation. We've invested over $1.6B to roll out fiber-fast internet to 10m+ homes by 2025. We're growing our team so you can join us in exploring and opening new frontiers. Here, you'll have the opportunity to build a powerful foundation for America's future and yours.

What we're seeking:

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

The Senior Specialist of Vendor Management will have responsibility for the development and production of analytical insights on the performance of partner consultants, leaders, and site locations, to move toward value-based care and increased revenue. The Senior Specialist delivers consistent performance that promotes customer loyalty, brand recognition, and revenue generation. In this in-person role, you will be required to report to 1500 Maccorkle Ave Se, Charleston, WV to complete your work responsibilities.

What we need in you:

In this role, you'll need the ability to build strong relationships and work well with others. The Senior Vendor Management Specialist will articulate business needs and maintain/communicate effectively to grow the business. We are looking for a flexible, team-oriented, analytical thinker in this position.

What you'll do:

• Utilize knowledge of business to level set issues and escalate as appropriate to Vendor 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 the development of strategic plans to advance performance and implement solutions within the partner enterprises
• Interact with partners to provide and review feedback about 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 Vendor 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 managing 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, training, and policy updates to keep knowledge current
• Routinely conduct and assess representative interactions and transactions via recordings and observations utilizing call monitoring systems; deliver timely feedback to team members
• Ensure that consultants are following correct procedures, and maintaining a high degree of quality
• Assist the escalations team, site leaders, and managers with problem resolution and troubleshooting to resolve customer issues. Answers technical and procedural questions
• Perform requisite administrative tasks, including but not limited to preparing reports, reviews, and other necessary documentation

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:

• Salary Range: $69,000 - $139,000
• 20 PTO (Paid Time Off) days + 10 paid holidays per year
• Day one medical, dental, vision and prescription drug plan
• 401k match of 50% on 6% of eligible compensation
• Same-sex spouse and domestic partner benefits coverage
• 10 weeks of paid parental leave, 3 weeks of paid caregiver leave and up to $10k in adoption program assistance

What background you should have:

• Telecommunication industry and/or contact center management experience in chat and voice
• 3+ years of vendor management experience
• 2+ years of contact center management experience
• High School degree or GED required; College degree preferred
• Effective Communication with both technical and non-technical customers, 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 they relate 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.
• Ability 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 the willingness to be available, as needed during as well as, outside of your scheduled shift
• May require occasional travel not to exceed 40%

Other Qualifications:

• 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

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

In our line of work, where making connections is paramount, fostering a culture of inclusion is fundamental to our values. We firmly believe in leveraging the strength of diversity to drive digital connectivity forward. If your background brings a unique perspective and values different from what we've outlined, we encourage you to apply and join us in 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 based on disability.

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