Vendor Performance & Optimization Lead

GFiber; Oregon; Hybrid; USD 119,000 - 191,000; Full time

Job summary

gFiber is seeking a Call Center Vendor Manager to establish, manage, and optimize outsourced customer service operations. In this IC role, you will architect workflows, define KPIs, monitor vendor performance, and drive improvements in customer experience. You’ll build dashboards, analyze CSAT data, and lead regular reviews with partners.

Travel up to 25% domestically. The US base salary range is $119,000 - $191,300 + bonus + benefits. Recruiter will share location-specific details during hiring.

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.
• Experience managing cross-functional and cross-regional teams in Project Management, Customer Service, Process Quality, and Process Optimization.

Responsibilities

• Design end-to-end workflows, workforce requirements, routing strategies, and KPIs for call handling and productivity.
• Develop pilot programs, agent scripts, and training modules; analyze vendor performance data and CSAT to drive improvements.
• Identify inefficiencies and lead process-improvement initiatives; contribute to system design and migration efforts.
• Create and evolve performance dashboards; provide weekly data-driven insights to leadership and vendor partners.
• Lead regular vendor performance reviews and manage relationships to meet targets; participate in On Call rotation every 6 weeks.

Skills

Vendor management

Data analysis

Dashboard creation

Cross-functional leadership

SQL data access

Education

Bachelor’s degree or equivalent practical experience

Tools

Google Sheets

SQL

Job description

gFiber is seeking a Call Center Vendor Manager to establish, manage, and optimize outsourced customer service operations. In this IC role, you will architect workflows, define KPIs, monitor vendor performance, and drive improvements in customer experience. You’ll build dashboards, analyze CSAT data, and lead regular reviews with partners.

Travel up to 25% domestically. The US base salary range is $119,000 - $191,300 + bonus + benefits. Recruiter will share location-specific details during hiring.