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Sr. Vendor Relations Specialist
Digital Support
Confirmed live in the last 24 hours
Locations
Richmond, VA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Management
Communications
Excel/Numbers/Sheets
Requirements
  • Great communication skills both verbal and written
  • Passion for our mission, vision and values
  • A sense of urgency, and a result-oriented attitude balanced by integrity and the desire to always do the right thing
  • Strong attention to detail, time management and organizational skills
  • Advanced MS Excel skills
  • Advanced Google Productivity skills a Plus (Google Sheets, Docs, & Slides)
  • Ability to multi-task and work in a fast-paced, high-volume environment
  • A self motivated problem solver who takes the initiative to analyze problems then develop and implement efficient, creative solutions
  • Ability to influence at all levels
  • Proactive KPI performance management
  • Ability to think independently, and proactively recognize and prioritize efforts to mitigate any issues that may arise
  • Team player, who thrives in a matrixed environment
  • A positive people focused attitude, and ability to adapt quickly to changing priorities
  • Willingness & ability to travel internationally (25% travel)
  • 5+ years customer service experience
  • Experience with Sprinklr digital platform a plus
  • 3+ years of vendor management experience preferred
Responsibilities
  • Facilitation and management of assigned BPO KPI performance
  • Effective communication both verbally and in writing
  • Staffing delivery oversight and performance
  • Financial performance oversight
  • Change management and BPO partner engagement
  • Facilitation and Management of Assigned BPO KPI performance
  • Prepare and participate in all business review meetings for assigned BPO
  • Review KPI performance with BPOs regularly & partner with BPOs and LOB leaders to address underperformance
  • Work with BPOs to analyze root cause of performance issues and create realistic mitigation plans
  • Accountable for resolution and communication of any specific customer issues as requested
  • Consistently monitor customer experience though call listening and digital media reviews
  • Remove any roadblocks to BPO performance through research and feedback
  • Effective communication both verbally and in writing
  • Facilitate timely communication between BPOs and SimpliSafe
  • Partner with WFM, analysts, and engineers in both organizations to provide any data or reports needed more effectively operate the business
  • Make sure assigned BPO / LOB has the most up to date information at all times
  • Find ways to optimize information delivery by automating data deliver where possible
  • Staffing delivery oversight and performance
  • Partner with SimpliSafe WFM and all other stakeholders to ensure all parties understand current staffing intent and tactics
  • Review hours delivered vs hours requested weekly to make sure BPOs meet requirements. Notify director and key stakeholders of any changes
  • Ensure all parties are aware of and respect the contractual relationships
  • Fully understand assigned BPO staffing routines serve as SS SME on assigned BPO staffing routines
  • Work with key stakeholders to improve staffing routines
  • Engage with director and other stakeholders in optimizing long term staffing planning
  • Audit invoices for assigned BPO prior to submission
  • Validate billable hour details and any other charges vs plan
  • Communicate any deviations from budget or apparent anomalies to BPO Director in a timely manner
  • Work with BPOs, Director, LOB leaders & WFM to anticipate any budget variances to ensure no surprises vs AOP
  • Ensure any variations from plan are approved in a timely manner
SimpliSafe

501-1,000 employees

Home security company
Company Overview
Simplisafe wants to make home security accessible to everyone
Benefits
  • Health Insurance - A comprehensive plan provides peace of mind for you and your family.
  • Employee assistance program - Help through the difficult situations that come up at work and at home.
  • Tuition reimbursement - We want you to keep learning, so we’ll cover part of your tuition.
  • 401(k) - Saving for your future in the present.
  • Unlimited vacation - Exempt employees take the time when you need it or want it. We mean it.
  • Life and disability insurance - Coverage for when you need it most.
Company Core Values
  • Customer obsessed
  • Aim High
  • No Ego
  • One Team
  • Life As We Climb
  • Lean & Nimble