Salary Range: $171,600 - $225,000

Summary

The Vice President, External Vendor Contact Centers (chats and calls) is responsible for leading the transformation of our contact center organization by developing and executing a contact channel strategy that supports our mission of improving the customer experience and delivering amazing support for customers. This leader will:

• Own customer experience delivery, strategic planning, and execution of all call center operations to provide a best-in-class service experience for our customers.
• Lead a network of BPO teams (3,000+ seats) to consistently deliver fast, friendly, frictionless customer service.

Primary Responsibilities

Foster an environment of excellence by building and maintaining resilient relationships among vendor partners and internal operations staff.

• Develop and implement a robust vendor management framework to drive performance and consistency across both the work that vendor managers do and the performance that vendor sites deliver
• Work closely with procurement team to ensure vendor sourcing and contracts support our ability to deliver amazing service while also meeting our financial targets
• Deliver significant improvements in NPS, First Call Resolution, Transfer Rates, and Propensity
• Create a standardize ‘Frontier Way’ of leading call center teams, defining daily routines, coaching processes, based on best-practices for supervisors to focus on performance metrics and improve remote based leadership
• Leverage an internal “innovation” team to establish the performance standards as the reference for vendor contract negotiations. Establish feedback loops for agents to provide inputs for idea generation and prioritization
• Drive a culture of accountability by ensuring our vendor partners meet or exceed agreed upon key performance indicators and service levels across all customer channels.
• Partner closely with our Analytics and Finance Teams to identify performance-related trends and their root causes, and to facilitate data-driven, fiscally responsible decision making.
• Champion continuous improvement among vendor partners and internal team by leveraging our internal agile methodologies and process / technology subject matter expertise.
• Oversee efforts to ensure our vendor partners are properly staffed and trained to field anticipated customer volume.
• Ensure adherence to existing contractual arrangements with vendor partners, and as necessary, provides leadership when sourcing and onboarding new partners.
• Leads in such a fashion that there are never any doubts regarding regulatory compliance and/or compliance with our own internal policies and procedures.

Minimum Qualifications

• Bachelor's degree or equivalent experience
• 10+ years of relevant leadership experience in a dynamic, metrics-oriented environment
• Direct experience working with multiple BPO vendors and their representatives
• Exceptional project management skills
• Ability to interface and work collaboratively with colleagues at various levels
• Excellent organizational, analytical and presentation skills
• Maintains a high level of professionalism, integrity, and trust at all times
• Experience planning and leading strategic initiatives
• Experience with managing a large budget
• Must be willing to travel internationally as needed
• Must be proficient in Microsoft Office tools, including Word, Excel and PowerPoint

Preferred Qualifications

• Master’s degree in Business Administration or similar field
• Previous agile or six sigma continuous improvement experience

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability