• Supervisor of Vendor Management

    Posted Date 3 months ago(3/22/2018 4:19 PM)
    # of Openings
  • Overview

    We are currently seeking an experienced, dynamic and collaborative professional to serve as a Supervisor of Vendor Management within our Lifeline team.  Reporting to the Manager of Program Management you will provide on-site support to vendor management including oversight of the processes, performance, continuous improvement, and contractual obligations of our Business Process Outsourcer (BPO) Call Center as well as other Lifeline vendors.


    This is an outstanding career opportunity for an individual interested in a genuine professional challenge in support of a public-spirited mission.


    ***Please note, although USAC is based in Washington D.C., this role will be located in Charlotte, NC.  


    Working in a creative and fast-paced environment, the Supervisor of Vendor Management will provide oversight of BPO Call Center Operations, to include:

    • Analyze vendor performance on a daily, weekly, monthly and annual basis.
    • Oversee day-to-day vendor performance, work with the vendor and internal resources to analyze staffing levels and ensure the proper transaction handling.
    • Establish, communicate, and manage program goals and KPIs (Key Performance Indicators).
    • Monitor operations to ensure adherence to service level standards and program policies and procedures.
    • Monitor the BPO call center representatives to recommend changes for improvement as necessary.
    • Act as the main liaison between USAC and the BPO Call Center vendor.
    • Engage with appropriate BPO Call Center representatives to understand all reports and to mitigate and/or escalate issues as necessary.
    • Work with vendor to coordinate training of the relevant BPO Call Center program changes.
    • Monitor quality of services.
    • Coordinate with Vendor Management Team on potential measures to remediate backlogs, inefficient processes, and high levels of escalations.
    • Analyze and communicate the impact of policy changes to operations.
    • Traveling up to 25% of the time to other vendor locations.
    • Other duties as assigned.

    About You

    The successful candidate will excel at operating in a diverse and fluid environment, and will be crucial for supporting and enabling the Lifeline division to respond to meet mission requirements.

    • You are passionate about our mission to help Americans gain access to essential communications technology.
    • You are a problem solver with great attention to detail, can work with little supervision, multi-task, and learn quickly.
    • You have strong interpersonal skills and the ability to work in high-pressure situations.
    • You have 5 to 7 years of experience performing duties similar to those listed above in a call center environment.
    • You have 2 years of direct management or technical leadership experience.
    • You have at least 2 to 3 years of total experience with data reporting and analysis.
    • You have excellent verbal and written communication skills.
    • You have the ability to develop, implement, and drive continuous business process improvement.
    • You have demonstrated proficiency with Microsoft Office, including Microsoft Project or other similar project management tools.
    • You possess a Bachelor’s degree from an accredited institution in a related field.

    The following skills are desired:

    • You have gained up to 2 years of knowledge and experience with the Universal Service Fund or other large federal benefit program.
    • You have experience working remotely.

    About USAC

    Through its administration of the $10 billion Universal Service Fund (USF) programs on behalf of the FCC, USAC works to promote the availability of quality services at just, reasonable and affordable rates and to increase access to advanced telecommunications services throughout the nation. Specifically, the USF programs provide funding for the expansion of telecommunications and broadband access to rural communities and health care facilities, schools and libraries across the country, and low income households. Through program administration, auditing, and outreach, USAC works with contributors, service providers, and program beneficiaries to achieve the program goals articulated by the FCC for each of these programs.


    The FCC has reformed the USF to support further investment in and access to evolving broadband infrastructure, making the programs a primary vehicle to support this critical national priority. USAC, as the administrator of the USF, plays a critical role in supporting the ambitious vision to ensure that all citizens in the United States have access to high-speed broadband. The organization has approximately 500 employees with an operating budget of more than $200 million. USAC works in close partnership with the FCC and other federal and state partners to support the achievement of the USF program goals.


    USAC administers the USF programs—High Cost, Lifeline, Rural Health Care, and Schools and Libraries. USAC strives to provide efficient, responsible stewardship of the programs, a key national asset in making important telecommunications and Internet services available to consumers, health care providers, schools, and libraries throughout the United States. The program divisions are supported by additional USAC personnel in Finance, General Counsel, Information Systems, Internal Audit, the Enterprise Program Management Office and Human Resources. Consistent with FCC rules, USAC does not make policy for or interpret unclear provisions of statutes or the FCC’s rules.


    Universal service is paid for by contributions from telecommunications carriers, including wireline and wireless companies, and interconnected Voice over Internet Protocol providers, including cable companies that provide voice service, based on an assessment of their interstate and international end- user revenues. These contributions are most typically passed through to consumers through a universal service fee line item on their telephone bills.


    Additional information on USF programs can be found at: http://www.usac.org/about/about/who-we- are/default.aspx


    USAC offers a comprehensive benefits package, ongoing professional development opportunities, including vacation and sick leave.


    USAC is an Equal Opportunity Employer. Only principals will be accepted. No agencies please.


    To apply, please submit a cover letter and resume, click the “Apply For This Job Online” button.


    USAC employees are passionate about our mission. Our work contributes to the success of all Americans. We’ve worked together to build a culture that is collaborative, ambitious, outcome-oriented, and feedback-focused.



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