Manager, Vendor & Workforce Management (Utility Contact Center))

Liberty; Texas; On-site; USD 120,000 - 150,000; Full time

Job summary

Liberty is seeking a seasoned operations leader to optimize internal and outsourced contact center performance across voice, chat, and digital channels. You will drive forecasting, staffing, analytics, and vendor governance to balance customer experience with cost efficiency.

Lead governance routines, manage SLAs and KPIs with partners, and push Lean-inspired continuous improvements. Strong collaboration with Procurement, IT, Legal, HR, and Finance is essential.

Qualifications

• This role requires a bachelor's degree in business, operations, or related field or equivalent experience.
• 5+ years in a large-scale utility or regulated industry contact center environment.
• Proven experience managing outsourced vendors and vendor governance.

Responsibilities

• Own relationships with third-party vendor partners for the contact center.
• Establish and manage performance scorecards with SLAs, KPIs, and compliance standards.
• Lead governance routines including weekly reviews and quarterly performance reviews.
• Ensure vendor adherence to data privacy, policies, and customer protection protocols.
• Partner with procurement, IT, and Legal on contracts and renewals.
• Identify improvements in call routing, digital deflection, and automation.
• Forecast, capacity plan, and staff models across sites to meet targets.
• Oversee scheduling and real-time management for coverage.
• Collaborate with Operations, HR, and Finance on headcount and budgets.
• Develop executive dashboards and insights for leadership decisions.

Skills

Vendor governance

Forecasting

Staffing optimization

Operational analytics

Vendor management

SLAs & KPIs

Regulatory compliance

Data privacy

Lean methodology

Education

Bachelor's degree in Business/Operations

Tools

NICE IEX

Verint

Aspect

Job description

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team.

At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.

Purpose

This role is accountable for optimizing the performance of both internal and outsourced contact center operations serving gas and electric customers. This role ensures service delivery excellence through effective vendor governance, forecasting, staffing optimization, and operational analytics. The position drives the balance between customer experience, reliability, and cost to serve - ensuring that customers are supported 365/24/7 across voice, chat, and digital channels.

Accountabilities

• Serve as the primary relationship owner for all third-party vendor partners supporting the contact center.
• Establish and manage performance scorecards with clear SLAs, KPIs, and compliance standards aligned with regulatory requirements and internal expectations (ASA, FCR, CSAT, Quality, Safety, and Cost per Contact).
• Lead structured governance routines (weekly operational reviews, monthly business reviews, quarterly performance reviews).
• Ensure vendors adhere to company policies, data privacy, and customer protection protocols.
• Partner with Procurement, IT, and Legal to manage vendor contracts, renewals, and performance incentives.
• Identify improvement opportunities in call routing, digital deflection, automation, and agent enablement.
• Support vendor onboarding, training readiness, and technology integration for new lines of business or storm response capacity.
• Lead forecasting, capacity planning, and staffing models across internal and vendor sites to meet service level, regulatory, and cost targets.
• Oversee scheduling, real-time management, and adherence to ensure consistent coverage and performance.
• Collaborate with Operations, HR, and Finance to align headcount, shrinkage, and overtime budgets.
• Use workforce data to anticipate demand impacts due to seasonality, rate cases, weather events, or system outages.
• Maintain and enhance workforce systems (e.g., NICE IEX, Verint, Aspect) to improve forecast accuracy and intraday efficiency.
• Provide visibility to daily, weekly, and monthly performance trends and take proactive steps to optimize staffing and service delivery.
• Develop executive dashboards and insights to inform operational decisions and leadership storytelling.
• Perform root cause analysis on SLA misses or cost variances and lead resolution action plans.
• Drive Lean and continuous improvement principles across vendor and internal teams.
• Monitor operational health indicators such as occupancy, utilization, and shrinkage to improve productivity and service reliability.
• Partner with Quality Assurance and Training teams to ensure workforce readiness and skill alignment with evolving customer needs.

Education and Experience

• Bachelor’s degree in Business, Operations, or a related field (or equivalent experience).
• 5+years of experience in a large-scale utility or regulated industry contact center environment.
• Proven experience managing outsourced vendor