Remote Vendor Performance Strategist

GFiber; United States; Remote; USD 119,000 - 191,000; Full time

Job summary

GFiber is seeking a Call Center Vendor Manager to establish, manage, and optimize outsourced operations for our customer service teams. You’ll own the end-to-end performance lifecycle—from designing workflows and KPI definitions to driving daily execution and continuous improvement through data dashboards and insightful reporting.

You’ll lead vendor reviews, implement pilot programs, craft agent training, and translate complex business problems into actionable insights.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in Internet Service Provider (ISP) operations.
• 7 years of experience in Call Center Vendor Management within Customer Service contact centers.
• Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets, Creating Dashboards, pulling data from SQL tables) to performance manage results.
• Experience managing cross-functional and cross-regional teams in Project Management, Customer Service, Process Quality, and Process Optimization.
• Ability to travel 25% of the time domestically and to nearshore locations.

Responsibilities

• Drive customer experience improvements by designing, launching, and managing vendor operations; define end-to-end workflows, workforce requirements, routing strategies, and KPIs to ensure efficient call handling and productivity.
• Develop and implement pilot programs, agent scripts, and training modules; analyze vendor performance data, CSAT, and customer insights to identify trends, address process gaps, and drive continuous improvement in service quality and customer experience, including specific protocols for customer outages.
• Proactively identify inefficiencies in existing processes and lead improvement initiatives; leverage a system-design mindset to contribute significantly to the transition from legacy systems to new platforms, designing and implementing solutions from the ground up.
• Create, maintain, and evolve performance dashboards and reporting mechanisms; analyze data to visualize trends, measure vendor productivity against KPIs, and deliver actionable weekly insights to leadership and vendor partners.
• Lead regular vendor performance reviews, presenting data-driven insights and strategic recommendations to manage relationships effectively, ensure accountability towards achieving operational targets, and align on performance management strategies.
• Participate in an "On Call" rotation every 6 weeks, including nights, weekends, and holidays.

Skills

Vendor management

Call center operations

Data analysis

KPI design

Outsourcing management

SQL/Sheets

Dashboards

Project management

Communication

Education

Bachelor’s degree or equivalent

Tools

SQL

Google Sheets

Job description

GFiber is seeking a Call Center Vendor Manager to establish, manage, and optimize outsourced operations for our customer service teams. You’ll own the end-to-end performance lifecycle—from designing workflows and KPI definitions to driving daily execution and continuous improvement through data dashboards and insightful reporting.

You’ll lead vendor reviews, implement pilot programs, craft agent training, and translate complex business problems into actionable insights.