“My internet is too fast!” ...said no one, ever. Google Fiber’s mission is to deliver abundant internet on networks that are always fast and always open with products that are easy to understand and clearly priced. We believe that customers deserve a better internet experience and everything we do is focused on providing just that. On our team, you’ll work in a fast-paced environment that’s challenging the status quo in the Internet industry.
Google Fiber is a service driven organization whose mission is to reinvent internet service in the industry. We are a group of passionate, hands on/off team members with a great ownership mindset who aim to show our customers that they matter at every step of their journey with us. You must be passionate about customers, being willing to rethink how we can change the game in internet service delivery.
As a Vendor Performance Manager, Inbound Sales, you will be responsible for delivering on customer acquisition/growth goals (through improvements in traffic and conversion rates) as well as delivering the best in class customer experience by supporting channel strategy, vendor contracts, managing our service levels, and related performance metrics.
You’ll be responsible to collaborate and/or lead cross-functional work and efforts within GFiber pertaining to all items related to the Sales Contact center scope. In addition, you will identify the best external partners for our Call centers and collaborate with them to drive and implement best practices, and innovate our go to market model.
In this role, you'll:
Foster a high performance culture, committed to achievement of all performance and operational metrics, and delivering a superior customer experience in the Sales contact center across all channels (phone, email, chat)
Manage the call center and chat acquisitions with responsibility for customer growth and optimization of the sales efforts; partner with Google Fiber Marketing to build high performing, traffic-driving programs for the call center and chat channels
Partner with our call center vendors to build new programs and drive best in class sales performance from existing processes by leveraging analytics and identifying opportunities for improvement, and implementing new programs and tools; develop and implement best practices for evaluating the success of acquisition/sales programs
Provide input into strategic direction for the Sales call center channel, vendor footprint and next gen sales experience, including roadmap for further development of the systems and tools (e.g. AI, machine learning elements in the Sales contact center)
Performance Manage all relevant Call Center KPIs by leveraging dashboards/spreadsheets and conducting analysis to drive continuous improvement.
At a minimum we'd like you to have:
BA/BS degree, MBA considered an asset
5 years of experience in management roles within Sales contact center team
Experience managing cross-functional and cross-regional teams and projects
Experience in call center vendor management; first hand experience in contract negotiations
It's preferred if you have:
Experience in B2C sales; experience building strategic analytical plans
Track record of performance improvement and excellent call center operational skills (incl. workforce management elements); experience with Contact Center tools (e.g. IVR, CRM/Salesforce, etc.)
Ability to adapt quickly and effectively operate with enthusiasm in a fast-paced, constantly evolving team environment; self-starter with great analytical mindset and ability to work independently and on multiple initiatives at the same time
Excellent verbal and written communication skills
Ability to travel domestically up to 50% of the time.