Call Center Vendor Performance Manager, Inbound Sales And Customer Service

At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We’re not just growing to build better internet experiences, we’re also building a welcoming place where people who want to make a difference can grow their careers.
GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.
GFiber is a service driven organization whose mission is to reinvent internet service in the industry. We are a group of passionate, hands on/off team members with a great ownership mindset who aim to show our customers that they matter at every step of their journey with us. You must be passionate about customers, being willing to rethink how we can change the game in internet service delivery.
Role Description
As a Vendor Performance Manager, you will be responsible for delivering on customer acquisition/growth goals (through improvements in traffic and conversion rates) as well as delivering the best in class customer experience by supporting channel strategy, vendor contracts, managing our service levels, and related performance metrics.
You’ll be responsible to collaborate and/or lead cross-functional work and efforts within GFiber pertaining to all items related to the Sales and Customer Service Contact center scope. In addition, you will identify the best external partners for our Call centers and collaborate with them to drive and implement best practices, and innovate our go to market model.
In this role, you'll:

• Partner with our call center vendors to build new programs and drive best in class sales performance from existing processes by leveraging analytics and identifying opportunities for improvement, and implementing new programs and tools; develop and implement best practices for evaluating the success of acquisition/sales programs
• Manage the call center and chat acquisitions with responsibility for customer growth and optimization of the sales efforts; partner with GFiber Marketing to build high performing, traffic-driving programs for the call center and chat channels
• Proactively Manage the Vendor and all of their contact center KPIs, Primarily focused on Conversion rates/CSAT in the Sales queue and Service Levels/CSAT/Repeat Rates etc in the Service queue.
• Foster a high performance culture, committed to achievement of all performance and operational metrics, and delivering a superior customer experience in the Sales and Customer Service contact centers across all channels (phone, email, chat)
• Provide input into strategic direction for the Sales and Customer Service call center channels, vendor footprint and next gen sales experience, including roadmap for further development of the systems and tools (e.g. AI, machine learning elements in the Sales contact center)

At a minimum we'd like you to have:

• 5 years of experience in call center vendor management roles within Sales and Customer Service contact centers
• Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets or Dashboard Software) to performance manage results
• BA/BS degree, MBA considered an asset

It's preferred if you have:

• Excellent verbal and written communication skills
• Ability to adapt quickly and effectively operate with enthusiasm in a fast-paced, constantly evolving team environment; self-starter with great analytical mindset and ability to work independently and on multiple initiatives at the same time
• Ability to travel internationally up to 25% of the time.
• Track record of performance improvement and excellent call center operational skills (incl. workforce management elements); experience with Contact Center tools (e.g. IVR, CRM/Salesforce, etc.)
• Experience in B2C sales; experience building strategic analytical plans

The US base salary range for this full-time position is between $124K - $178K + bonus + equity + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.
GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Equal Employment Opportunity is The Law" (PDF).
It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.