Manager - Contact Centre Vendor Management

Enercare Inc.; Markham; On-site; CAD 80,000 - 100,000; Full time

Job summary

A service provider in the utility sector is looking for a Manager - Contact Centre Vendor Management in Markham. The role involves overseeing vendor relationships, driving sales, optimizing service delivery, and achieving financial targets. Key responsibilities include monitoring vendor performance, implementing service improvements, and developing strategies to enhance customer loyalty. The ideal candidate will possess strong leadership skills, effective communication abilities, and a commitment to exceptional customer service. This full-time position offers a dynamic and results-driven work environment.

Qualifications

• Effective communication with internal teams and vendors.
• Proficient in analyzing data for performance improvement.
• Leadership qualities to motivate teams.
• Experience in managing vendor relationships.
• Understanding of financial principles.
• Commitment to exceptional customer service.
• Ability to identify issues and implement solutions.
• Track record of achieving results in fast-paced environments.
• Strong teamwork skills.

Responsibilities

• Maintain vendor relationships aligned with company objectives.
• Monitor vendor performance and resolve issues promptly.
• Develop strategies for optimizing sales performance.
• Implement initiatives to enhance service quality.
• Coordinate moves within the contact center.
• Streamline billing procedures for improved efficiency.
• Analyze customer feedback for improvement opportunities.
• Set and monitor revenue and expense targets.
• Establish SLAs to ensure service excellence.
• Track financial performance metrics.

Skills

Effective communication

Data analysis

Leadership

Vendor relationship management

Financial management

Problem-solving

Customer service

Adaptability

Collaboration

Job description

Role: Manager - Contact Centre Vendor Management

Status: Full-Time, Regular

Reports to: Senior Manager - Contact Centre Vendor Management

Location: Markham (Birchmount)

Summary

The Vendor Manager at Enercare plays a pivotal role in overseeing and managing vendor relationships within the contact center environment. This individual is responsible for driving sales, enhancing service delivery, managing billing processes, facilitating moves, and fostering customer retention and loyalty. They are accountable for achieving expense, unit, and revenue targets while maintaining high-quality service standards, as measured by Service Level Agreements (SLAs) and Net Promoter Scores (NPS).

Responsibilities

• Cultivate and maintain strong relationships with external vendors providing services to the contact center, aligning strategies and goals with Enercare's objectives.
• Monitor vendor performance and address any issues or concerns in a timely manner.
• Develop strategies to optimize sales performance within the contact center environment.
• Implement initiatives to enhance service quality and customer satisfaction.
• Work closely with sales and service teams to ensure alignment with organizational goals and objectives.
• Coordinate moves and changes within the contact center, ensuring minimal disruption to operations.
• Streamline billing and moves procedures to improve efficiency and customer experience.
• Develop and implement retention strategies to enhance customer loyalty.
• Analyze customer feedback and data to identify opportunities for improvement.
• Collaborate with cross-functional teams to execute loyalty programs and initiatives.
• Set and monitor expense, unit, and revenue targets for the contact center.
• Identify cost-saving opportunities and operational efficiencies.
• Track and report financial performance metrics to senior management.
• Establish and monitor Service Level Agreements (SLAs) to ensure service excellence.
• Track and analyze Net Promoter Scores (NPS) to measure customer satisfaction.
• Implement strategies to improve quality of service based on performance metrics.

Qualifications

• Ability to communicate effectively with internal teams, external vendors, and senior management.
• Proficiency in analyzing data and identifying trends to drive decision-making and performance improvement.
• Demonstrated leadership qualities with the ability to motivate and inspire teams to achieve goals.
• Experience in managing vendor relationships and optimizing vendor performance.
• Understanding of financial principles and the ability to manage budgets and financial targets effectively.
• Commitment to delivering exceptional customer service and driving customer satisfaction and loyalty.
• Aptitude for identifying issues, developing solutions, and implementing process improvements.
• Track record of achieving targets and delivering results in a fast-paced, dynamic environment.
• Ability to adapt to changing priorities and business needs while maintaining focus on key objectives.
• Strong teamwork and collaboration skills, with the ability to work cross-functionally to achieve common goals.

Equal Opportunity Employer

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.