Vendor Performance Manager, NOC Operations

Role Description

The Vendor Performance Manager - NOC Ops/Technical Support is responsible for overseeing and optimizing the performance of third-party vendors who provide NOC/technical support services. This role ensures that vendors meet or exceed service level agreements (SLAs), deliver high-quality customer experiences, and continuously improve their performance through data-driven analysis and strategic action plans. Additionally, this role involves managing the vendor's workforce to ensure optimal staffing levels, skill sets, and productivity to meet the company's technical support demands.

In this role, you'll:

Performance Management:

• Develop and monitor key performance indicators (e.g. SVL, AHT, MTTD, MTTR) to track vendor performance across various NOC Ops metrics.
• Conduct regular (daily) performance reviews with vendors, providing feedback on strengths and areas for improvement.
• Develop and implement corrective action plans to address performance deficiencies.

Workforce Management:

• Collaborate with vendors to forecast staffing needs based on anticipated tickets/cases volumes, seasonality, and other factors.
• Monitor vendor staffing levels and adherence to schedules to ensure optimal resource utilization.
• Assess vendor agent skill sets and identify training or development needs to enhance performance.
• Oversee vendor workforce productivity and efficiency, implementing strategies to improve performance.

Relationship Management:

• Establish and maintain strong working relationships with vendor contacts.
• Collaborate with vendors to identify and resolve issues, implement process improvements, and drive innovation.
• Negotiate (with the rest of the NOC Ops team) and manage vendor contracts, ensuring optimal terms and conditions.

Data Analysis and Reporting:

• Collect and analyze vendor performance data, identifying trends and insights.
• Prepare and present regular performance updates to stakeholders, highlighting successes, challenges, and recommendations.
• Utilize data to drive continuous improvement initiatives and inform decision-making.

Technical Expertise:

• Maintain a strong understanding of the NOC/technical support processes, tools (e.g. Netcracker, ServiceNow, Genesys, Jira), and fiber internet technologies.
• Provide guidance and support to vendors on technical issues and best practices.
• Stay abreast of industry trends and emerging technologies to ensure the company's technical support services remain competitive.

Process Improvement:

• Identify and implement process improvements to enhance vendor performance and efficiency.
• Collaborate with internal teams (e.g., Customer Support, Field operations, Eng) to align processes and improve overall customer experience.