Manager - Vendor Management
Core
Maintain strategic partnerships with contact center outsource vendors to ensure operational effectiveness, achieve key performance metrics, and improve customer experience.
Role type
Manager - Vendor Management (Contact Center)
Builds
Outsourced contact center operations and vendor solutions
Domain
Utilities / Energy (Avangrid Networks) + Contact Center Operations
Required skills
Vendor relationship management, Performance monitoring, Contract compliance, SLA/KPI tracking, RFP development, Team leadership, Stakeholder partnership, Process improvement, Call center technology knowledge, Analytical skills
Preferred skills
Consensus building, Outsource vendor management experience
Technologies
Microsoft Office (Word, Excel, PowerPoint), Routing technology, Quality assurance systems, Reporting systems
Responsibilities
Coordinate and oversee customer service outsource vendor performance; Develop partnerships with key stakeholders at outsource vendor locations; Lead a team of vendor analysts across multiple operating companies; Review outsourced vendor metrics against SLAs and track penalties/incentives; Oversee development of requirements for RFPs and contracts; Work with stakeholders on proposed enhancements to outsourced contact center vendor solutions; Lead or participate in projects to implement new outsource centers.
Seniority
Manager, people leadership
