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Manager, Vendor Relationships 8/16/2016

WOW! Internet - Cable - Phone Colorado Springs, CO

Company
WOW! Internet - Cable - Phone
Job Classification
Full Time
Company Ref #
28793969
AJE Ref #
575898559
Location
Colorado Springs, CO
Job Type
Regular

JOB DESCRIPTION

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SUMMARY:

This position exists to manage all aspects of the company relationship with the vendor/outsourcer, including staffing levels, performance measurements, quality, training, recognition, communication, etc. Additionally, the position monitors the contract provisions, and recommends change as appropriate. The position is also responsible for managing site-level functions to include process, quality, and training for outsourcer locations.

DUTIES AND RESPONSIBILITIES:

Essential duties and responsibilities include but are not limited to those listed below:

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To serve as liaison between WOW and the vendor/outsourcer for integration, communication and process equity between the Customer Care Centers and effectively manage the vendor relationship, requiring extensive vendor contact and coordination to ensure success of the partnership
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Serve as primary contact for issues and concerns with vendor's performance and must be able to review and evaluate support vendor's performance against contractual agreements and budget
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Provide strategic guidance, direction, and recommendations about:
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Vendor facility geographic location
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Vendor scope of support
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Vendor selection
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Work closely with vendor to understand performance expectations, important dates/deadlines and deliverables in addition; monitor and track vendor's service level and quality assurance, driving corrective action when appropriate
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Identify any problems or issues occurring with the vendor, and facilitate/lead efforts for timely problem resolution
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Drive consistency and standardization of methods and practices within our vendor's customer care organization
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Maintain a constant flow of communication to maintain a high level of effectiveness (internal communications, training, call center employees/management, resource management) and interact successfully with sales/marketing, dispatch and other field departments in accomplishing vendor integration goals
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Coordinate and lead operational meetings between WOW and the vendor
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Monitor the financial aspects of the vendor relationship, reviewing invoices for accuracy against contractrequirements
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Serves as a liaison for communicating and implementing process changes, as directed by the enterprise group
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Provides direction and oversight to the Training and Quality teams (both exempt and non-exempt employees) in addition; facilitates communication between site Training/Quality and the Enterprise team
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Ensures that both new hire and gap training initiatives are delivered successfully and consistently to agents across both sites and ensures that QA monitoring and key metrics meet or exceed expectations across both sites

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE:

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Bachelor's degree from a four year college or university (preferably in a relevant business related field); 3-5 years related call center experience (including knowledge of all existing processes and procedures); or an equivalent combination of both education and experience
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Experience must include proven ability to effectively lead a group of employees (exempt and non-exempt), preferably in a call center environment
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Must be able to effectively manage a project from start to finish, and manage multiple projects simultaneously
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Must be able to understand and create a budget
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Must be very detail oriented, able to multitask efficiently, and have proven ability to effectively manage time
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Must possess the ability to work independently (self motivated), and adapt work schedule to the needs of the department
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Must be able to manage information in a confidential manner

* Must possess excellent communication skills (both verbal and written), with proven effectiveness in both areas
* Must be able to effectively communicate with all departments and at all levels of the organization, to include field operations
* Must possess the ability to create and present information to groups of varying sizes
* Must possess the ability to effectively analyze problems and reach the appropriate resolution in a timely manner and strong problem solving ability is essential

COMPUTER SKILLS:

* Must possess excellent computer skills, with proven ability to learn new applications
* Superior Microsoft Office skills (Word and Excel), are required
* Must be able to manipulate data as required for reports, presentations, etc

PHYSICAL DEMANDS/WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Must be able to perform computer functions and operate routine office equipment

* Regularly required to talk and hear
* Required to use hands to type, handle objects and paperwork
* Required to reach and hold on to items at chest level or reach above the shoulder

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Required to use close vision and be able to focus
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Must be willing and able to travel up to, but not limited to, 2 weeks in a 4 week month, given business need