Vendor Supervisor

About the Role

The Vendor Supervisor is responsible for overseeing the performance and operations of vendor-owned call centers, collections facilities, and other production sites that serve the North Texas Tollway Authority (NTTA). This role involves managing relationships with NTTA's business partners by closely monitoring, auditing, and evaluating vendor work, implementing process enhancements, and resolving escalated customer issues. The supervisor will also contribute to designing changes in systems and agent scripts used for customer interactions and will lead performance review meetings with these partners. A key aspect of this position is coaching, mentoring, and developing the internal team, as well as assisting with recruitment and hiring.

Responsibilities

• Cultivate and maintain strong, lasting relationships with approved vendors.
• Communicate effectively with vendor executive leadership, providing direction and conducting formal and informal business performance reviews on a regular cadence (weekly, bi-weekly, monthly, or quarterly).
• Ensure vendors clearly understand and fulfill their contractual responsibilities and obligations.
• Collaborate with vendors and internal Customer Service departments to establish robust performance and quality measurement standards that align with contractual agreements and NTTA business rules.
• Develop, evaluate, and present Key Performance Indicator (KPI) reports detailing vendor performance at individual, departmental, and organizational levels.
• Track vendor progress against current targets and leverage reporting data to strategize and propose initiatives for improved efficiency.
• Identify optimal internal and external workflows, analyze existing processes for emerging trends and opportunities for improvement, and implement necessary updates.
• Document training needs and coordinate with the Customer Service training team to ensure vendors receive and implement required training and educational programs.
• Participate in the vendor procurement process by conducting market research on potential vendors and defining business requirements for procurements and contracts.
• Maintain clear and timely communication with staff, stakeholders, and external customers to resolve issues and promote transparent communication.
• Manage the performance of an internal team, including handling employment actions, performance management, training, and career development.
• Oversee team activities, monitor service levels and customer satisfaction, establish policies and procedures, and facilitate communication between vendors and internal stakeholders.
• Ensure the effective resolution of escalated customer cases by supervisors and seniors, acting as a liaison between internal departments, external entities, and customers when needed.
• Make informed decisions regarding the allocation of vendor resources, under the guidance of the Senior Vendor Manager.
• Monitor NTTA systems utilized in vendor operations (e.g., TRIPS, Verint, Cisco), recommend system enhancements, and oversee the implementation of vendor management-related system improvements.
• Ensure that Standard Operating Procedures are accurately documented, kept current, and consistently followed by both NTTA internal teams and NTTA vendors.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 3 to 5 years of experience in a relevant operational or vendor management field.
• Possession of a valid driver's license or the ability to obtain a Texas Class “C” driver’s license within 30 days of employment.

Additional Information

• A retention bonus of $1,000 is offered.
• Applicants must be legally authorized to work in the United States and able to start immediately.
• This position is not eligible for H1-B visa sponsorship.

About NTTA

The North Texas Tollway Authority (NTTA) is a political subdivision of Texas dedicated to acquiring, constructing, maintaining, and operating toll roads across North Texas. As a customer-focused organization, NTTA provides a safe and dependable toll system for millions of users annually in one of the nation's most rapidly expanding regions. We are a dynamic organization with a highly skilled, motivated, and committed team focused on achieving excellence. We seek talented individuals to join our ranks.

Our Mission: To deliver a safe and reliable toll road system, enhance value and mobility options for our customers, operate the Authority efficiently, protect our bondholders, and collaborate to meet our region's growing transportation infrastructure needs.