Vendor Management Liaison

North Texas Tollway Authority•Gateway, CO

19h•$37,675 - $49,573

About The Position

The Vendor Management Liaison works with Call Center, Collections, Skip Trace and other operational vendors. The individual in this position drives projects, programs, and vendors by leveraging data to monitor and improve performance. The position designs and prepares reports and metrics used to measure, monitor and improve vendor programs and projects. They ensure that data is collected and evaluated to optimize quality and efficiency of their assigned areas. The Vendor Management Liaison also works with multiple NTTA departments to coordinate multiple processes, projects and programs.

Requirements

Minimum: 6 months/1-year advanced training or education beyond a high school diploma.
2-3 years’ experience.
Basic MS Excel experience, such as entering and sorting data.
Valid driver’s license.
Eligible to lawfully work in the United States immediately.
This position is not available for H1-B visa sponsorship.

Nice To Haves

Bachelor’s degree or equivalent experience.
Advanced MS Excel experience such as creating formulas, pivot tables, lookups, data indexing.

Responsibilities

Ensures that internal and external partners are adhering to agreed-upon responsibilities and timelines. Manages call center, collections, print and other vendor performance and quality by coaching and monitoring to relevant KPIs. Escalates to a supervisor if line-level management does not resolve the performance issue.
Audits vendor compliance with contract terms and NTTA business rules by reviewing call recordings, quality metrics, on-time performance and other performance information. Reports audit results to both the vendor and NTTA, identifies issues and recommends solutions. Follows up according to the defined audit timelines to ensure that the vendor takes action to resolve issues identified by audits.
Investigates and resolves issues by responding to escalated inquiries, and data discrepancies in TRIPS, Verint, Cisco, Power BI and other reporting systems.
Works closely with their supervisor and/or the appropriate system owner to identify the cause of data discrepancies, update requirements (if necessary) and test updated reporting to ensure that discrepancies are resolved.
Reviews both summary and detail reports to extract actionable information and track performance. Escalates report findings as necessary.
Identifies trends and patterns in data and leverages that information to build recommendations for changes in vendor management process including shifting workload from 1 vendor to another.
Enhances existing reports or designs new reports as necessary for improved measurement and tracking. May partner with other departments in the design and development of new reports.
Manages vendors, projects and programs by monitoring progress, ensuring compliance, and facilitating regular meetings and driving desired outcomes.
Responsible for managing vendor performance in a wide range of functions which may include identifying owners of out-of-state vehicles, skip tracing, collections, call center services, customer communication and others as assigned.
Regularly updates stakeholders on project progress, milestones, and potential roadblocks. Facilitates vendor meetings, fostering open dialogue and delivering 360-degree feedback.