Customer Support Analyst

About the position

The Business Analyst is responsible for developing and maintaining successful relationships with our clients and vendors, establishing and measuring required performance levels from vendor onboarding throughout the entire relationship, and assuming responsibility for maintaining open and effective lines of communication between both parties. This position will manage the contracted KPIs and seek to decrease project costs and turnaround time by proactively seeking and implementing measures that optimize our vendors performance. The Business Analyst is a trusted advisor managing vendor(s) to ensure compliance with company policies and informing any new potential vendors of their responsibilities. The Business Analyst is actively involved in all aspects of vendor management and coordination throughout various stages of the relationship including supporting onboarding or setup, oversee the processing of invoices, and partnering with the Account Management team in resolving conflicts to ensure an ongoing positive relationship. This position will also support and guide and implementation of Company/Client strategies and policies. To be successful as a Business Analyst, you should be detail-oriented and adept at multitasking effectively as well as demonstrate exceptional analytical, problem-solving, presentation and decision-making skills.

Responsibilities

• Developing and sustaining long-standing relationships with Clients and vendors
• Establishing standards by which to assess the performance of vendors
• Evaluating current vendor management programs and identifying ways to improve them (Ensuring all SOPs are documented and in place)
• Work with vendors to improve processes such as onboarding, reporting, self-help tools, and automation
• Own and drive on-time call center launch process including Telephony - IVR/Messaging and testing
• Standing up reporting for Company and Clients
• Training development (including identification of tools and agent credential process)
• Implementation on day one call recording functionality (PCI requirements in place)
• Obtain Daily/weekly reporting with all vendors to track performance and understand partnership health
• Meet regularly with vendors to ensure Client's expectations are being met
• Skilled in the field of conflict management for when issues arise
• Evaluating current vendor processes identifying ways to improve them
• Understand forecasting of client volume due ensure appropriate staffing/expectations are in place
• Understand the annualized budget and manage vendors to achieve desired budget expectations

Requirements

• 5+ years of relevant experience or equivalent Call Center Experience
• 3+ years managing vendor/partner relationships
• Overall technical understanding of what is included in today's network infrastructure
• Proven experience working in a vendor or BPO relationship
• Proficient in all Microsoft Office applications
• The ability to multitask effectively
• Strong negotiation, management, and decision-making skills
• Excellent analytical, problem-solving, and organizational skills
• Effective written and verbal communication skills