Amwins uses a variety of third-party vendors to support our business stakeholders’ needs. In this role the specialist will coordinate, analyze, and monitor this support. Coordination will involve hosting calls with both stakeholders and vendors, ensuring expectations are set, concerns are met, and both teams have what they need to succeed. Weekly data will be analyzed for trends with focus on proactive problem solving. Real-time monitoring of vendor supported services will help ensure early detection of issues and limit breakage.
Maintaining a professional environment is important, even in a remote setting. When participating in virtual meetings and collaborative work, please ensure your camera is on and you are dressed professionally. This helps foster engagement and strengthens our team presence.
Essential Duties And Responsibilities
- Analyzing quality, escalations, and service level data while cataloguing and actioning trend data
- Monitoring working relationship between onshore and offshore support, ensuring healthy dialogue and flagging any potential issues
- Securing systems access for vendors (portal logins, 3 rd part software, virtual desktop access, testing access, etc)
- Hosting and attending vendor trainings, check-ins, and updates
- Supporting vendors and onshore partners in both Outlook and Teams to address questions and concerns
- Troubleshooting reported vendor issues, both IT and business process related
- Helping to coordinate vendor testing of new systems and processes
- All other duties as assigned
Skills
- Ability to manage time effectively, prioritize tasks, and see them through to completion
- Willingness to address problems head on and ability to anticipate blockers
- Proactive and self-motivated attitude with a willingness to grow, learn, and work independently
- Proficient in root cause analysis methodologies to identify, analyze, and resolve issues, using systemic and data-driven approaches
- Ability to raise issues and trends and propose ideas for improvements
- Clear and professional written and verbal communication
- Strong time management, prioritization, and organizational skillset
