Vendor Management Specialist

Essential Job Functions • Monitor the call and email queues and proactively recommend adjustments as necessary
? Monitor, evaluate, and coach agents
? Handle escalated customer calls
? Manage information flow, prepare reports, attend meetings
? Coaching and development of representatives to ensure the highest degree of customer service to maximize sales and customer retention
? Facilitate formal customer care training classes and conduct individual associate coaching based on identified needs
? Ensure effectiveness of training and development through interaction with all departments
? Act as subject matter expert in the areas of VoIP and Vonage Products
? Conduct operational effectiveness audits including productivity metrics, reporting, call flows, messaging, training, materials, and communications
? Management liaison between outsourcer and various departments within Vonage

Specific Requirements
? In depth understanding of Vonage and VoIP products, services and procedures
? Technical background
? 1-3 years customer care experience in a leadership capacity
? Solid organizational, administrative, time management and keen sense of attention to detail
? An strong understanding of Call Center operations
? ACD and workforce management reporting experience helpful
? Excellent verbal and written skills
? Must be flexible with hours (must be able to work shifts as required)
? 1 to 3 years sales or management experience preferred
? Ability to travel as required ? generally 3 months at various locations around the globe & North America with 3 months at the Corporate headquarters
? Multicultural and language skills a plus

Education
? 4 year degree or a combination of education and experience.