Senior Analyst

Jobtailor; Town of Florida (NY); On-site; USD 95,000 - 130,000; Full time

Job summary

Jobtailor in New York is seeking a strategic Vendor Excellence Lead to support Customer Service outsource vendors. You will guide leadership, manage KPIs, and tailor performance plans across global vendor sites.

This role requires 3+ years in customer-facing roles, 2+ years in People Leadership, and travel up to 25%. You’ll analyze trends, drive training initiatives, and partner with cross-functional teams to elevate the customer experience.

Qualifications

• Bachelor’s degree or 4+ years of work experience.
• 3+ years in a customer-facing role (sales, service, or retail).
• 2+ years in a People Leadership/people-lead role with influence.
• Experience in data analysis to maximize vendor performance.
• Willing to travel up to 25% and work rotating schedule.
• Experience in a call center and vendor management.
• Experience using AI tools for data analysis and process improvement.

Responsibilities

• Provide critical support to Customer Service outsource vendor locations.
• Lead strategically across vendor sites via indirect leadership and relationships.
• Manage KPIs for an assigned Partner’s Operational Manager.
• Create custom performance plans for assigned teams.
• Analyze trends and conduct root-cause analysis.
• Interact with vendor leadership to develop strategy and present takeaways.
• Develop and drive vendor strategy and partner relationships.
• Analyze market trends to influence KPI action planning.
• Conduct daily operational meetings on training, plans, and CX impacts.
• Inspect vendor performance for SOW adherence and quality standards.
• Drive new hire experience from recruitment to onboarding.
• Execute training strategies and train-the-trainer certification.
• Deliver feedback to elevate customer experience.
• Identify and remove operational obstacles.
• Use Google AI tools for deep-dive root-cause analysis.
• Provide vendor support through on-site meetings internationally.

Skills

Vendor Management

Data Analysis

Strategic Planning

Training Delivery

Customer Experience

Education

Bachelor's degree

Tools

Google G-Suite

Microsoft Office Suite

Qlik

VzStac

ACSS

ETE

Optix

Enhance

Loyalty Tools

Verint

Job description

• Provide critical support to Customer Service outsource vendor locations
• Act as a strategic leader across vendor sites and leadership teams through indirect leadership and relationship building
• Manage a portfolio of KPIs for an assigned Partner’s Operational Manager
• Create custom performance plans tailored to assigned teams
• Analyze trends and conduct root cause analysis
• Interact with vendor leadership to develop strategy, maximize performance, and present key takeaways
• Develop and drive vendor strategy and partner relationships
• Analyze market trends and assess functional job tasks to influence action planning across KPIs
• Conduct daily operational meetings covering training readiness, shrink plans, go-to-market implementation, attainment, and customer experience impacts
• Inspect vendor performance for adherence to Statements of Work and Verizon quality standards
• Drive the new hire experience from recruitment profiling through production onboarding
• Execute training strategies and manage the train-the-trainer certification process
• Deliver feedback observations and create processes to elevate customer experience
• Identify and remove operational obstacles
• Use Google AI tools, including Gems and Notebook, for deep-dive root cause analysis
• Provide vendor support through in-person meetings and training onsite internationally

Requirements

• Bachelor’s degree or four or more years of work experience
• Three or more years of relevant experience required, demonstrated through work experience and/or military experience
• Two or more years of experience in a customer-facing role, such as sales, customer service, or retail
• Two or more years in a People Leader role, with ability to influence, guide, and drive results with teams
• Experience in data analysis and strategic planning to maximize vendor performance while evaluating market trends
• Willingness to work a rotating schedule, including nights, weekends, and holidays
• Willingness and ability to travel up to approximately 25% of the time
• Valid passport for international travel and willingness to meet all international travel requirements
• Experience with AI tools for data analysis, trend identification, or process improvement
• Experience in a call center environment
• Experience with vendor management
• Two or more years of experience in a trainer or quality assurance role, including training initiatives and delivery
• One or more years of experience working with Mobile and/or Fios programs
• Proficiency in Google G-Suite and Microsoft Office Suite
• Knowledge of reporting dashboards such as Qlik, VzStac, ACSS, ETE, Optix, Enhance, and Loyalty Tools
• Experience using call monitoring tracking systems/tools such as Verint and Speech Analytics
• Experience working with cross-functional teams across all levels of the organization
• Experience with facilitation and written communication to leadership

Core Competencies

Demonstrates expertise in vendor management, data analysis, and strategic planning to enhance operational performance and customer experience. Proficient in utilizing AI tools and reporting dashboards to drive insights and improve training initiatives.

Highest-signal resume keywords

• Vendor Management
• Data Analysis
• Strategic Planning
• Training Delivery
• Customer Experience Improvement

Hard Skills

• Data Analysis
• Vendor Management
• Training Delivery
• KPI Management
• Root Cause Analysis
• Performance Planning
• Call Center Experience
• Market Trend Analysis
• People Leadership
• Operational Strategy

Soft Skills

• Relationship Building
• Influencing
• Communication
• Team Leadership
• Problem Solving

Industry Keywords

• Customer Service
• Call Center
• Operational Management
• Training Initiatives
• Quality Assurance
• Mobile Programs
• Fios Programs

Tools & Technologies

• Google G-Suite
• Microsoft Office Suite
• Qlik
• VzStac
• ACSS
• ETE
• Optix
• Enhance
• Loyalty Tools
• Verint