Vendor Service Assurance Analyst - Customer Experience & Marketing

JOB SUMMARY: To assist the Vendor Support Manager in saving costs for the Company by effectively managing all customer experience vendors, ensuring positive returns on cost-investments and delighting customers.

The Vendor Service Assurance Analyst's responsibility also includes providing vendors’ timely resolution of queries/issues/faults and attesting to the proper training of all vendor staff.          

KEY FUNCTIONS 

• Enhance vendor operations by assuring service performance.
• Monitor vendor performance and trend the Key Performance Indicators (KPI’s).
• Provide corrective actions/ recommendations where variance is detected and ensure that cost and value indicators are communicated.
• Prepare and submit all operational reports verifying the accuracy of transactions handled by all vendors.
• Validate invoices submitted by installation & repair contractors against internal fault database and subsequent payment processing.
• Prepare cheque payment vouchers and submit for approval.
• Complete purchase order release forms and forward to Purchasing Department for purchase order numbers.
• Make copies of completed forms and forward to Purchasing Department and Accounts Payable.
• Follow-up on contractor payments with Accounts Payable.
• Complete standard contractual agreements as required, send for signature and forward completed documents to Legal Department.
• Complete Purchase Requisition Form for funds from budget allocation and forward for authorised signatures/approval.
• Monitor budgetary allocations for fault clearance and miscellaneous jobs and advise Vendor Support Manager.
• Develop and implement quarterly and annual assessment reports for all vendors; escalate any areas identified indicating non-compliance. This includes conducting periodic site visits to vendors and holding regular scheduled in-house meetings.
• Ensure that the quality assurance, training and testing processes [calibrations; mystery shopping; agent coaching; performance improvement plans] are continual and ongoing.
• Serve as the primary liaison between TSTT and the Contact Center vendors. Includes disseminating all communication and championing any new system implementation, new products and services offered.
• Conduct weekly and monthly business reviews with vendors on performance issues, identify strategies for improvement and address any performance gaps.
• Workplace Safety: Validate that all work within the sphere of influence is completed in accordance with the Company’s HSE policies and procedures.

Education & Experience:

• A bachelor’s degree in Business Management, or Arts or Computer Science/related degree.
• Certification in Call Centre Operations and Practices (COPC) will be considered an asset.
• At least three (3) years’ experience in a telecommunications environment/ Call Centre operations, one (1) year of which should be in a supervisory capacity.
• Strong background in contractor management practices and contact centre practices.
• Experience in developing performance assessment reports for vendors.
• Proficient in Microsoft Office Suite.

Any relevant combination of qualifications and experience at an appropriate level to perform the required duties competently will be considered.

PERSONAL ATTRIBUTES:

• High energy and results-oriented
• Pay attention to details
• Strong team player who can incorporate input from others and can generate consensus through inclusion
• Able to thrive in a fast-paced and dynamic work environment
• Good organisational skills and ability to meet tight deadlines in an environment of competing priorities
• Strong negotiation and analytical skills
• Agile/creative, and an ability to be hands-on as well as strategic

FUNCTIONAL COMPETENCIES:

• Customer Service and Standards- Knowledge and application of customer service skills, procedures, and standards.
• Product, Services and Systems- Knowledge of TSTT products, services, processes, and systems.
• Customer Understanding and Measurement- Understanding of customer needs/ expectations at all touchpoints and its measurement against established processes and KPI's.
• Process Improvement- Analysing and improving upon existing processes for optimisation of customer experience.
• Customer Relationship Management - The practice, strategy and technology used to analyse the interactions of current and potential customers to improve customer service relationships and retention.

CORE AND LEADERSHIP COMPETENCIES:

Organisational Awareness: Contributes to the organisation by understanding and aligning actions with the organisation's goals, core functions, needs, and values. Contributes to the organisation by actively demonstrating the alignment of activities with the organisation strategies, key initiatives, core functions, needs, and values and supporting others to do the same.

Customer Focus: Prioritises and takes action on the needs of both internal and external customers. Designs and delivers products and services with the customer experience top of mind.

Planning and Results Orientation: Invests time in upfront planning to achieve organisational goals and objectives while meeting quality standards, following the appropriate processes, and continuously assessing results.

Creativity and Innovation: Thinks beyond the confines of traditional models to recognise opportunities and find new and better ways of doing things to be and remain an agile broadband provider. Encourages experimentation and accepts failure as a driver of innovation.

Communication: Effectively and appropriately interacts with others to build relationships, influence others, and facilitate sharing ideas and information. Uses tact and diplomacy to navigate demanding situations. Relays key messages by creating a compelling story targeted to specific audiences.

Strategic Leadership and Execution: Applies vision to think beyond the immediate situation and explore multiple potential paths. Invests time in planning, discovery, and reflection to better drive decisions and more efficient implementation. Ensures that business goals are met by executing, monitoring, and adjusting the organisational action plan.

People Leadership: Inspires, motivates, and empowers people to achieve organisational goals. Coaches, mentors, and manages employee experience, and employee performance, through mindful preparation. Creates space for others to lead.

Managing Through Change and Uncertainty: Adjusts thinking and behaviour to resiliently face change and uses experience to fuel growth. Embraces failure as a learning opportunity for themselves and others. Enables the process of change and transition while helping others deal with the effects of change.

Problem Solving and Decision Making: Use critical thinking to evaluate problems, gather information, understand causes, and identify best workable solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations.

Deadline date for applications: Sunday 7^th July 2024