Reports to: Associate Director – On-Shore Vendor Partnership Management

Direct reports: 1

Work location: Moncton, NB

Company:  Bell Residential Services Call center team is looking for an experience leader to manager its partnership with a Moncton based vendor.

BCE is Canada's largest communications company, providing the most comprehensive and innovative suite of communication services to residential and business customers in Canada.

Core responsibilities:

• The vendor Performance Manager will be the primary point of contact with the vendor for all Contract, Key Performance Indicators (KPI) and reporting related issues.
• Will be responsible for Managing vendor performance by reviewing performance metrics  against the KPI's
• Overseeing adherence to the contract and compliance with Bell Canada process and policies.
• Develop and implement Management strategies and drive innovation, performance improvement and cost saving.

Specific responsibilities:

• Will be the Primary contact for all Vendor Performance related matters.
• Develops and Manages relationship  between Bell Canada and the Vendor
• Develops metrics to measure and report Vendor effectiveness to business stake holders.
• Accountable for maintaining service-level agreements (SLA), and associated penalties of non SLA compliance, with vendors.
• Monitoring Vendors performance, achievements, quality standards and adherence to policy, procedures and operational targets.
• Monitor & review the daily performance results with the vendor and report back to business stake holders.
• Lead Weekly/monthly SLA review calls with Vendor and Program Stake Holders.
• Participate on all quality reviews / calls.
• Improve Adherence to Quality Process by conducting Calibration, Gauge RnR activities.
• Responsible for keeping Vendor contact information and Role assignment up to date.
• Identify best practices and where appropriate, share them across other Bell Canada business units.
• Monitor Vendor for non-compliance to Statement Of Work, Business Process Documents, and Master Contract and ensure it is reported in a timely manner.
• Ensuring that the vendor develops a plan to return to compliance on all non-compliant SLA issue identified and Builds quality control mechanism to avoid repetition.
• Become an expert in call center knowledge to train and serve as a resource for vendor
• Evaluate vendor performance through scorecard reports and customer feedback
• Responsible for ensuring all customer/Executive complaints are resolved/handled within the stipulated timeframe and the feedback/coaching is completed in a timely manner.
• Identify opportunities to improve the quality of service provided and encourage the vendor to develop strategies to close the gaps.
• Ensure that the vendor maintains a detailed agent life cycle plan to mitigate attrition.
• Responsible for creating and maintaining documents pertaining to projects and processes.
• Responsible for creating change requests and ensuring Vendor sign off is obtained.
• Responsible for Communicating all process changes and improvements to the vendor and business stake holders.
• Monitor capacity planning to ensure vendor is adequately staffed to meet the committed volumes.
• Oversee Vendor adherence to hiring process and delivery of new hire training.
• Act as a liaison between various Support functions (Quality, Training, Intra Day, WFM) at Bell and the vendor

Skills required

• Able to adapt to demanding environments
• Has to be results oriented with a proven ability to meet both short-term and long-term objectives
• Should be creative, self-motivated and ability to work independently with minimal support.
• Ability to understand business strategies, objectives and priorities
• Possess strong analytical and planning skills
• Ability to confidently raise issues and develop and lead resolution as required
• Good understanding of quality processes and process control
• Effectively interface/communicate at all levels
• Relationship management sils are essential
• Possess Strong communication skills both Oral and Written.
• Knowledge or background in metrics and measurement, with particular emphasis on service-level agreements.
• Knowledge of off-shoring and call center operations.
• Strong partnering skills and has to be results oriented
• Strong Presentation skills especially Microsoft PowerPoint, Excel, Project, etc.
• Business and Financial acumen
• Meticulous and attentive to detail
• Influencing skills
• Team oriente
• Bilingual an asset
• 2- 3 years  experience in Managing operations
• Proficiency in Excel, Word, Power Point, Access
• Project Management knowledge
• Trained on Six Sigma concepts a strong asset

Closing date: May 15th

Contact: Sharon Crook sharon.crook@bell.ca