Contact Center Vendor Operations Manager

Brother USA; Memphis (TN); Hybrid; USD 85,000 - 105,000; Full time

Benefits offered by this job

Health, vision, and dental insurance

401(k) with employer match

Educational assistance program

Job summary

Brother USA in Memphis is seeking a Manager, Vendor Operations to lead 3rd-party contact center relationships and improve customer experience. The role requires overseeing vendor performance, ensuring compliance with SLAs, and managing a team to deliver creative solutions.

Ideal candidates will have over 8 years of experience in a contact center environment, strong project management skills, and a Bachelor's degree in Business or a related field.

This position offers a hybrid work model, a competitive salary, and comprehensive benefits effective from day one.

Qualifications

• 8+ years of experience in a Contact Center Environment.
• Experience with internal stakeholders and vendors.
• Strong time and project management experience.

Responsibilities

• Manage quality of deliverables and vendor performance.
• Lead a team to deliver customer experience solutions.
• Develop BPO statements of work and negotiate contracts.

Skills

Strong written/verbal communication

Project management

Problem solving

Education

Bachelor's Degree in Business or related field

Tools

Oracle Service Cloud

Salesforce

Microsoft Office Suite

Learning Management Systems

Job description

Brother USA in Memphis is seeking a Manager, Vendor Operations to lead 3rd-party contact center relationships and improve customer experience. The role requires overseeing vendor performance, ensuring compliance with SLAs, and managing a team to deliver creative solutions.

Ideal candidates will have over 8 years of experience in a contact center environment, strong project management skills, and a Bachelor's degree in Business or a related field.

This position offers a hybrid work model, a competitive salary, and comprehensive benefits effective from day one.