Vendor Support Specialist

Company Summary Statement

Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today. Overview

Responsible for managing the relationship and execution with one or more of PPL's strategic vendor partners. Interfaces with and incorporates the vendor partners into the PPL EU Care organization while monitoring their ongoing performance.

Implements overall sourcing strategy and monitors all activities. Provides subject matter guidance to vendor partners as required. Develops processes and procedures to drive department efficiencies. Assists in development and meeting of departmental budget.

Responsibilities

• Prepares detailed vendor assessments, analyzing vendor performance to evaluate compliance, quality assurance and established key and ensures corrective action is taken, where necessary.
• Drives vendor performance through extended site visits, agent and supervisor focus groups, live and recorded call monitoring sessions and best practice sharing.
• Plans, develops, and administers customer service programs in adherence with PPL customer service objectives.
• Develops and Implements company policies, procedures, standards, and goals.
• Conducts regular meetings with Customer Care Supervisors to maintain two-way communication and achievement of departmental objectives.
• Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Ensure proper auditing and analysis of required tracking, reporting and other SOW requirements
• Provide Care Leadership with regular performance reports detailing each outsource provider's performance in conjunction with the SOW's.
• In collaboration with internal training, defines training requirements for outsource vendors and ensures vendors have adequate training programs to support operations.
• Defines specific work performance metrics including QC practices.
• Provide objective and constructive input, encourage vendors' self-assessments, and provide assurance to management that governance is working effectively.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

• Associate's degree
• 5+ years in a vendor management, supervisory or management level position within contact center operations or in a call center environment with a focus on customer satisfaction and loyalty.
• Proven ability to maintain strict level of confidentiality.
• Demonstrated ability to analyze data using various applications, including Excel and Access.

• Prepares detailed vendor assessments, analyzing vendor performance to evaluate compliance, quality assurance and established key and ensures corrective action is taken, where necessary.

• Drives vendor performance through extended site visits, agent and supervisor focus groups, live and recorded call monitoring sessions and best practice sharing.

• Plans, develops, and administers customer service programs in adherence with PPL customer service objectives.

• Develops and Implements company policies, procedures, standards, and goals.

• Conducts regular meetings with Customer Care Supervisors to maintain two-way communication and achievement of departmental objectives.

• Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions.

• Consistent exercise of independent judgment and discretion in matters of significance.

• Ensure proper auditing and analysis of required tracking, reporting and other SOW requirements

• Provide Care Leadership with regular performance reports detailing each outsource provider's performance in conjunction with the SOW's.

• In collaboration with internal training, defines training requirements for outsource vendors and ensures vendors have adequate training programs to support operations.

• Defines specific work performance metrics including QC practices.

• Provide objective and constructive input, encourage vendors' self-assessments, and provide assurance to management that governance is working effectively.

• Performs other duties as assigned

• Complies with all policies and standards

• Associate's degree
• 5+ years in a vendor management, supervisory or management level position within contact center operations or in a call center environment with a focus on customer satisfaction and loyalty.
• Proven ability to maintain strict level of confidentiality.
• Demonstrated ability to analyze data using various applications, including Excel and Access.