Contact Center Vendor Ops Manager

Frontier Airlines • Denver, CO

424d • $72,000 - $96,331

About The Position

The Contact Center Vendor Ops Manager at Frontier Airlines is responsible for managing relationships with contact center BPO vendors, ensuring compliance with contracts, and driving performance improvements. This role involves analyzing data to enhance customer experience and operational efficiency, overseeing vendor budgets, staffing, and training, and collaborating with internal departments to meet service levels and operational goals.

Requirements

• Undergraduate degree in business, finance, or similar field required; combination of relevant experience and education considered in lieu of degree.
• Minimum 5 years of vendor management or similar call center management experience.
• Experience in airline/airport operations preferred.
• Experience with workforce software for forecasting, scheduling, and daily operations preferred.
• Previous experience managing vendors remotely.
• Strong business acumen with analytical and problem-solving skills.
• Detail-oriented and accurate with a high level of professionalism.
• Strong interpersonal, presentation, and communication skills.
• Ability to multi-task and handle stress well.

Nice To Haves

• Experience with eWFM systems and Microsoft Office, particularly Excel.

Responsibilities

• Accountable for the relationship with contact center BPO vendor management teams.
• Analyze data to drive continual improvements in customer experience and BPO vendor operational performance.
• Hold BPO vendors accountable to deliver goods and services in compliance with contracts, including achieving KPI service levels and budget.
• Work with internal departments to ensure compliance with policies and oversee vendor budget and adherence.
• Drive ongoing process improvement to deliver increasing operational efficiency and consistency.
• Provide daily leadership and communications to outsourced locations.
• Proactively handle and assist with problem-solving of operational issues.
• Monitor real-time flight disruption communication and ensure vendors are prepared to handle disruptions.
• Maintain professional relationships with contact center operations vendor leadership.
• Oversee day-to-day vendor performance and analyze staffing levels to optimize operations.
• Share call center data with internal stakeholders to identify opportunities for improving customer experience.
• Assist with forecasting and staffing needs to ensure service levels are met.
• Lead weekly call calibrations with the vendor to identify opportunities and implement quality assurance programs.
• Advocate for improvements to systems and processes that benefit associates and vendors.

Benefits

• Paid holidays
• Health insurance
• Dental insurance
• 401(k)
• Vision insurance
• Flexible schedule

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Air Transportation
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees