Senior Vendor Management Specialist

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 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. In this in-person role, you will be required to report to 1919 McKinney Ave, Dallas, TX a defined work location 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. The Senior Vendor Management Specialist must be available to travel internationally as needed to support the off-shore vendors.

What you'll do:

• 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 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
• 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 accomplishing all key deliverables, reporting, dashboards, attestations, etc. as required to ensure a controlled operating environment
• 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
• 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 process and procedural questions
• Performs requisite administrative tasks, including but not limited to preparing reports, reviews and other necessary documentation

Personal Attributes:

• 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
• Independent judgment skills, as well as the ability to make effective decisions quickly
• A desire and passion for winning and delivering world class service
• Exhibit "Delight the Customer" values, ability to show passion for our Customers

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 to $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:

• Partner Specialists should have experience with Frontier product lines as well as application knowledge in the following systems: CRM and Non-CRM DPI, DSL Order Tool, PEGA, VxField, SIMPL, fONE, ihelp, etc
• Demonstrate positive interpersonal skills working in a team environment
• Willing and capable of performing the tasks across various roles as it relates 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, Transfer Rate, etc
• Able 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 a willingness to be available, as needed during as well as, outside of your scheduled shift
• Minimum of three (3) years of customer service experience required
• High School degree or GED required; College degree preferred
• May require occasional travel notto exceed 50%

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 value 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.

RSRFTR

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.