Contact Centre Vendor Manager

Cactus Search; United Kingdom; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading recruitment agency in the UK is seeking a proactive Contact Centre Vendor Manager to oversee outsourced contact centre partnerships. The successful candidate will ensure that vendors meet performance metrics and provide high-quality customer service. Strong experience in vendor management within contact centres is essential. This remote role is available only to individuals with the relevant working visa in the UK.

Qualifications

• Proven experience in vendor or third-party management within a contact centre environment.
• Strong understanding of contact centre operations and key performance metrics.
• Excellent negotiation, communication, and stakeholder management skills.

Responsibilities

• Manage relationships with external contact centre partners.
• Monitor vendor performance against contractual SLAs and KPIs.
• Lead regular business reviews with vendor partners.

Skills

Vendor management

Stakeholder management

Negotiation skills

Analytical skills

Job description

We are seeking a proactive and commercially astute Contact Centre Vendor Manager to take ownership of our outsourced contact centre partnerships. This role is critical in ensuring that third-party suppliers deliver high-quality, efficient, and consistent service in line with business objectives and customer expectations.

This role is remote BUT it needs someone in the UK now with the relevent workig visa. We cannot accept anyone from overseas.

As the key link between our business and external contact centre providers, you’ll be responsible for managing performance, improving service delivery, and driving continuous improvement across the customer contact landscape.

Key Responsibilities

• Own and manage relationships with external contact centre partners across multiple locations.
• Monitor vendor performance against contractual SLAs, KPIs, and compliance requirements.
• Analyse reporting and data to identify performance trends and areas for improvement.
• Act as the escalation point for vendor-related issues and work cross-functionally to resolve them.
• Lead regular business reviews and performance meetings with vendor partners.
• Collaborate with internal stakeholders (e.g. Operations, Quality, Training, Finance) to align on strategy, process improvements, and service enhancements.
• Support contract negotiations, renewals, and onboarding of new suppliers where required.
• Drive efficiency and cost-effectiveness while maintaining exceptional customer experience.
• Ensure vendors are aligned with brand values, tone of voice, and customer service standards.

What We’re Looking For

• Proven experience in vendor or third-party management within a contact centre environment (outsourcing/BPO experience highly desirable).
• Strong understanding of contact centre operations, technologies, and key performance metrics.
• Excellent negotiation, communication, and stakeholder management skills.
• Analytical and data-driven approach to performance management.
• Ability to thrive in a fast-paced, change-driven environment.
• Strong commercial awareness and experience managing service contracts or SLAs.
• Knowledge of regulatory and compliance requirements within customer contact operations.