Sr. Vendor Management Specialist

Senior Vendor Management Specialist

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 :

What we need in you :

What we offer :

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.