Manager Vendor Management, Contact Center

TEEMA; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading company in Toronto is seeking a Manager of Vendor Management for their Contact Centre Operations. This hybrid role involves overseeing vendor relationships, ensuring compliance, and supporting operational strategies. Ideal candidates will have a university degree and 2-5 years of relevant experience in vendor management, especially in financial services or retail sectors. Strong communication and collaboration skills are essential for success in this role.

Qualifications

• 2-5 years of experience in vendor management, ideally in contact centre operations.
• Strong interpersonal, presentation, and communication skills.

Responsibilities

• Manage vendor relationships to ensure compliance with contractual obligations.
• Lead change management intake and oversight.
• Facilitate governance meetings with vendors.

Skills

Vendor Management

Project Management

Change Management

Communication

Collaboration

Education

University Degree in Business

University Degree in Operations

University Degree in Project Management

Job description

Manager, Vendor Management – Contact Centre Operations

Location:Downtown Toronto, ON (Hybrid – 4 days in office, 1 day remote)
Workplace Type: Hybrid

About the Role

In our Customer Support Centre of Excellence , we strive to deliver seamless, high-impact experiences for both customers and internal teams. We harness technology, automation, and continuous improvement practices to drive results across a broad portfolio of support services. Operating with agility, collaboration, and a data-informed mindset, we solve complex problems and deliver scalable value to the organization.

We are currently seeking a Manager Vendor Management, Contact Centersto join our growing team. This role reports to the Director, and is responsible for managing third-party vendors, overseeing contract compliance, and supporting cross-functional initiatives. You will help align operational strategies with performance targets while maintaining strong governance and change control processes.

Key Responsibilities

• Manage established vendor relationships, ensuring performance meets contractual obligations and internal governance standards.

• Act as a supporting relationship manager to ensure outsourced agreements are compliant with enterprise policies and aligned with strategic objectives.

• Serve as a subject matter expert on vendor contracts and terms.

• Lead change management intake and oversight, including evaluating the impact of changes on internal and external stakeholders and flagging discrepancies to leadership.

• Facilitate governance meetings with vendors to review performance metrics, project updates, service levels, compliance matters, and operational risks.

• Oversee invoice reviews to ensure alignment with contractual terms and budget expectations.

• Support annual vendor risk assessments in line with regulatory and business continuity requirements.

• Collaborate with business stakeholders to identify cost drivers, improve forecasting accuracy, and support budget development for contact centre operations.

What You Bring

• A university degree in Business, Operations, or Project Management (or equivalent practical experience).

• 2–5 years of experience in vendor management, ideally within contact centre operations in the financial services or retail sectors.

• 2–5 years of experience with project and change management.

• Strong interpersonal, presentation, and communication skills – you are polished, persuasive, and professional.

• Proven ability to collaborate with a variety of stakeholders – from leadership to front-line teams – to move work forward.

• A growth mindset with a drive to optimize operations, reduce friction, and improve customer and colleague experiences.

• A hands-on, proactive approach – you’re not afraid to roll up your sleeves to make things happen.