Vendor Network Manager

Description

Position Summary:

To be successful in this position, our Vendor Network Manager must demonstrate a focus on motivating and coaching others, as well as leading by example. It is vital that the person in this role be able to wear the NSD role-model hat.  

·       Real Time Workforce Management.

·       Oversee the day to day operation of the Contact Center and ensure that Contact Center goals, such as service level, quality, and staffing, are met.

·       Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

·       Offers new ideas and suggestions for improvement.

·       Confers with Call Center Director on complex or unusual situations.

·       Communicate with Global Network and IT when department is experiencing phone issues or service interruptions.

·       Maintains discretion and confidentiality in all areas pertaining to systems, data, contact center agents and proprietary information, whether internal to NSD or customer specific.

·       Understands and embraces the business and contact center operations strategic direction.

·       Performs other duties as assigned.

Education and Work Experience:

• Strong understanding of the contact center environment and the key levers to enhance performance and achieve targets.
• Must have great people skills, able to relate to and motivate people of diverse backgrounds. To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

 Hours Required:

·       Monday – Friday 8:30am - 5:00pm, occasional overtime as needed.  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This position is Exempt.

• The usual environment is in a business office with a noise level in the work environment that is usually moderate.  \

Work Environment:

• While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs.  The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by the job include close vision and the ability to adjust focus.

Knowledge and Skills :

• Bachelor’s Degree or equivalent work experience.
• Significant experience with developing others through coaching, actionable feedback, and hands-on leadership.
• 5 years of Customer Service / Network Operations experience with a minimum of 5 years in a leadership position.
• Maintain a list of resource staff available for the teams on a daily and as needed basis.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Ensures 100 percent adherence to all company policies and procedures.
• Determines work procedures, prepares work schedules and expedites workflow.
• Identifies and implements new practices and processes that are “best in field".
• Drives continuous improvement through trend reporting analysis and metrics management.
• Ensuring agents understand and comply with all Contact Center objectives, performance standards, and policies.
• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

Duties and Responsibilities:

• TITLE OF POSITION: Vendor Network Manager
• He/she must demonstrate a sense of responsibility, independence, sociability, confidence, self-motivation, and flexibility. He/she must be extremely detail-oriented and able to manage multiple projects simultaneously. Timeliness, customer service, keeping up to date on current events are also crucial.
• This position will report to the Global Network Manager. Oversee dispatch staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance.

**NSD maintains a drug-free workplace and performs pre-employment substance abuse testing.

Nation Safe Drivers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, marital status, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.