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Customer Service Vendor Mgmt Sr. Specialist - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Atlanta, GA Atlanta, Georgia |
About this job
Overall Purpose: Manages external vendor or eCam - Enterprise Contractor Acquisition and Management relationship and is responsible for the delivery of contracted performance management results.
Key Roles and Responsibilities: Primarily responsible for managing ongoing audits to ensure targeted performance metric are accomplished, assessing operational effectiveness and providing ongoing feedback. Creates and analyzes metric reporting to identify potential performance concerns or opportunity. Implements and oversees performance initiatives providing leadership status reporting. Adjusts tactical approach based on performance needs or opportunity. Evaluates vendor or eCam headcount planning and forecasting to align with contractual expectation performance initiatives. Maybe responsible for all vendor management duties in small to medium external vendor call center.
Education: High School Diploma or GED preferred.
Experience: Typically requires 2 to 5 years relevant experience in area of responsibility.
Supervisory: No.
Principal Functional Skills / Competencies associated with this Title:
- Required experience with long and short term forecasting processes
- Experience with forecast production using Totalview IEX application
- Call Center Management
- Customer Support Function
- Customer Support Operation
- Customer Support Policies, Standards and Procedures
- Customer Support Systems
- Data Gathering and Analysis
- External Resource Management
- Problem Management Process
- Service Excellence
- Statistical Analysis and Measurement
- Workflow Analysis
Note: Additional skills / competencies may be added to this specific requisition. During the application process, you will be asked to provide your proficiency and experience with all the skills / competencies associated with the requisition.