Senior Technical Support Center Manager

1 week ago


Charlotte North Carolina, United States Brightspeed Full time

Job Overview
We are seeking a Senior Technical Support Center Manager to become a vital part of our expanding team. In this pivotal role, you will oversee all operational aspects of one of Brightspeed's Technical Support Contact Centers.

Your leadership will guide a team of staff, including Vendor Managers and Vendor Performance Consultants, while managing BPO operations. You will be accountable for daily operations and play a key role in ensuring the long-term strategic success of the centers.

Key Responsibilities
As a Senior Technical Support Center Manager, your responsibilities will encompass:

  • Vendor Relationship Management:
    Enhancing and optimizing relationships with external suppliers through strategic planning, negotiation, and performance evaluation to foster efficient and cost-effective vendor partnerships.
  • Customer Service Strategy Execution:
    Collaborating with the Senior Leadership Team to align customer service targets with actionable plans for vendor teams, ensuring that organizational goals are met. You will monitor customer service performance metrics and provide regular updates to stakeholders.
  • Service Assurance Strategy Execution:
    Working with management teams to translate service assurance strategies into actionable plans for vendor teams, ensuring alignment with organizational objectives and tracking performance metrics.
  • Quality Assurance and Compliance:
    Establishing quality assurance protocols to guarantee the consistent delivery of high-quality Technical Support interactions, conducting audits, and addressing compliance issues promptly.
  • Performance Optimization:
    Analyzing KPI data to identify improvement areas and collaborating with vendors to implement strategies that enhance effectiveness and efficiency.
  • Risk Management and Compliance:
    Ensuring adherence to regulatory requirements and company policies, while identifying and mitigating risks associated with vendor operations.
  • Communication and Reporting:
    Acting as the primary liaison between internal stakeholders and vendor teams, providing updates on performance and preparing reports for senior management.
  • Other Responsibilities:
    Demonstrating crisis management skills to handle escalated customer issues and serving as an escalation point when standard processes do not meet customer expectations.

The above responsibilities are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all duties and skills required.



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