Manager, Contact Center Vendor Operations (Remote Work Assignment Available)

Why Work for Frontier Airlines?At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need – saving them money along the way.What We Stand ForLow Fares Done Right is our mission and we strive to bring it to life every day. Our ‘Done Right’ promise means delivering not only affordable prices, but making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - we’re not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.Work PerksAt Frontier, we like to think we’re creating something very special for our team members. Work is why we’re here, but the perks are nice too:

• Flight benefits for you and your family to fly on Frontier Airlines.
• Buddy passes for your friends so they can experience what makes us so great.
• Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.
• Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.
• Enjoy a ‘Dress for your Day’ business casual environment.
• Flexible work schedules that support work/life balance.
• Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date.
• We play our part to make a difference. The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.

Who We AreFrontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 100 destinations and growing in the United States, Canada, Dominican Republic and Mexico on more than 350 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2018 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficienciesThe Vendor Manager is accountable for the relationship with contact center BPO vendor(s) management teams. Works closely with BPO vendor(s) leadership to identify, conduct and evaluate performance trends. Analyzes data to drive continual improvements in the customer experience and BPO vendor (s) operational performance. This position is responsible for holding the BPO vendor(s) accountable to deliver goods and services in compliance with contract including achieving KPI service levels and budget. The Vendor manager works with internal Frontier Airlines departments to ensure compliance of policies and is responsible for overseeing vendor budget and adherence, volume forecasting, staffing requirements, training, and communications.Essential Functions:

• Drives ongoing process improvement to deliver increasing operational efficiency and consistency
• Provides daily leadership and communications to outsourced locations
• Proactively handle and assist with problem solving of operational issues.
• Monitor real time fight disruption communication and ensure vendor(s) is operationally prepared to handle flight disruptions (planned or unplanned) or other like events
• Maintain professional relationship with contact center operations vendor leadership
• Oversee day-to-day vendor performance, work with the vendor(s) and internal Frontier Airlines resources to analyze staffing levels and ensure the proper handling and optimization of calls and back office lines of business.
• Work with Frontier Airlines internal stakeholders to share call center data; identify opportunities that will improve the customer experience
• Assist with forecasting and staffing needs to ensure all service levels are met.
• Assist in improving the customer experience by providing innovative and creative solutions
• Lead weekly call calibrations with the vendor to identify opportunities as well as create and implement quality assurance program
• Assist with complaint reduction plans and needs as it pertains to improving overall processes to help decrease risks from the contact centers
• Working culture where accountability, transparency, and collaboration are the norm and where rapid deep dives into root causes of defects causing vendor frustration is a standard operating practice.
• Tirelessly advocate for improvements to systems and processes that will benefit associates and/or vendors.
• Create closed-loop feedback processes where team members are encouraged to be active participants in identifying opportunities for improvements to vendor experience, workplace conditions, and internal tools.
• Ensure accurate and timely information is provided to the vendor partnering
• Be a passenger advocate by listening to call center feedback and thru data analysis of contact dispositions make policy and process recommendations that improve the customer experience

Other Functions:

• Perform other duties as assigned

Qualifications:

• Formal education in business, finance or similar field
• Undergraduate degree (or equivalent) required
• 5+ years of vendor management or like call center management experience; prior experience in airline/airport operations preferred
• Experience with workforce software for forecasting, scheduling, and daily operations preferred
• Previous experience managing vendors remotely
• Other duties as assigned

Knowledge, Skills and Abilities:

• Strong business acumen with analytical and problem-solving skills
• Must be detail oriented and accurate
• Demonstrated high level of professionalism and success in previous leadership roles
• Strong interpersonal, presentation and communications skills; ability to articulate ideas and concepts well
• Ability to multi-task, handle stress well and tactfully handle difficult customer situations when required
• Demonstrated ability to develop and maintain high performing teams in a matrix environment
• Demonstrated thorough knowledge of eWFM systems and Microsoft office (particularly Excel)
• Ability to travel internationally, up to 50%

Work Environment / Remote Work Options

• This role can be based at our headquarters in Denver, CO or anywhere in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required)
• If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection
• If headquarters-based, typical office environment, adequately heated and cooled

Salary Range: $60,200-$75,250Workplace PoliciesAt Frontier Airlines, we wholeheartedly support and have a strong commitment to Equal Employment Opportunity (EEO) and Affirmative Action. Frontier is committed to providing equal employment opportunities for all persons regardless of race, color, religion, gender, gender variance, sexual orientation, age, genetic information, martial status, national origin, citizenship status, disability, military, veteran status, and any other basis protected by federal, state, or local laws.Diversity is an essential part of our success. Our company flourishes because of the unique backgrounds, skills and ideas that our team members contribute every day. We salute and actively recruit veterans. Military experience is valuable and transferable to many of the positions essential to the operations of our airline.Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change. Apply Job!