Vendor Supervisor

Summary:

The Vendor Supervisor oversees the operations, services, and programs provided by vendor-owned call centers, collections centers, and other production facilities to the North Texas Tollway Authority. Manages the relationships with NTTA business partners by monitoring, auditing, and measuring vendor work performance, implementing process improvements, resolving escalated calls, designing changes to systems and telephone scripts used by agents interacting with NTTA customers, and leading performance review meetings with authority business partners. The vendor supervisor is responsible for coaching, mentoring, and developing and internal team. Additionally, the supervisor assists in recruiting, interviewing, and hiring staff.

Retention Bonus: $1,000

Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.

Responsibilities:

• Develops and sustains long-standing relationships with company-approved vendors.
• Communicates with and provides direction to vendor’s executive-level leadership through formal and informal business performance reviews occurring weekly, bi-weekly, monthly or quarterly as appropriate. Ensures vendors are informed of their responsibilities and obligations.
• Work with vendors and the various Customer Service business groups to develop performance and quality measurement standards in support of contractual standards and NTTA business rules.
• Responsible for developing, evaluating and presenting Key Performance Indicator (KPI) reports on vendor performance at the employee, department, and company level.
• Monitors vendor progress, tracks against current targets and uses reporting to propose future strategies to drive efficiencies.
• Identify effective internal and external workflows, review existing processes for trend changes and improvement opportunities and update as necessary.
• Document training requirements, provide them to the Customer Service training team and ensure that vendors implement training and education where needed.
• During the vendor procurement process, conducts research on available vendors and provides business requirements for procurements and contracts.
• Provides effective and timely communication to staff, entities and external customers to resolve issues and foster open and honest communication.
• Manages the performance of an internal team which includes employment actions, performance management, training and career development.
• Monitor team activities, track service and customer satisfaction levels, define policies and procedures, and communicate with vendors and internal stakeholders.
• Ensures resolution of escalated customer cases by supervisors/Seniors and acts as liaison between internal and external departments and customers as necessary.
• Makes decisions about the deployment of vendor resources with oversight of the Senior Vendor Manager.
• Monitor NTTA systems used in accomplishing the work (TRIPS, Verint, Cisco, et.al), recommends requirements for system enhancements, and ensures implementation of system enhancements that are related to vendor management.
• Ensures that Standard Operating Procedures are documented, up-to-date, and adhered to by both NTTA internal stakeholders and NTTA vendors.

Qualifications:

Minimum:

• Bachelor’s degree or equivalent experience.
• 3-5 years’ experience in a related field
• Valid driver’s license or ability to obtain Texas Class “C” driver’s license within 30 days of hire.

Preferred:

• 5 + years’ experience reviewing contracts and negotiating vendor terms and conditions.
• Bachelor’s degree in business administration, logistics, or a relevant field.
• Public sector vendor management training or contract management training.
• Strong negotiation and influencing skills.
• Experience managing KPI’s

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.