Contact Center Vendor Operations Manager

Brother USA; Bridgewater (MA); Hybrid; USD 85,000 - 105,000; Full time

Benefits offered by this job

Comprehensive benefits package

401(k) matching

Educational assistance program

15% bonus potential

Job summary

Brother USA is looking for a Manager, Vendor Operations to oversee and manage vendor relationships and operations for their third-party Contact Center. You will be responsible for ensuring compliance with KPIs, SLAs, and enhancing customer experience. You will also lead teams and facilitate executive reviews.

The ideal candidate will have over 8 years of relevant experience, a Bachelor's degree, and strong skills in project and vendor management. This position will be a hybrid role with a competitive salary range.

Qualifications

• 8+ years of experience in a Contact Center Environment.
• Experience managing vendor relationships and operations.
• Strong experience in data analysis and project management.

Responsibilities

• Manage quality of deliverables and vendor performance.
• Lead contract management and negotiations.
• Facilitate executive business reviews and monitor SLA performance.

Skills

Vendor management

Contract management

Project management

Problem solving

Communication skills

Education

Bachelor's Degree in Business or related field

Tools

Salesforce

Microsoft Office Suite

Customer Service Telephony Software

Job description

Brother USA is looking for a Manager, Vendor Operations to oversee and manage vendor relationships and operations for their third-party Contact Center. You will be responsible for ensuring compliance with KPIs, SLAs, and enhancing customer experience. You will also lead teams and facilitate executive reviews.

The ideal candidate will have over 8 years of relevant experience, a Bachelor's degree, and strong skills in project and vendor management. This position will be a hybrid role with a competitive salary range.