Senior Contact Center Vendor Lead: Outsourced Performance

Gen Digital Inc.; Tempe (AZ); On-site; USD 130,000 - 170,000; Full time

Job summary

Gen is seeking a Sr. Principal Support Partner Manager in Tempe, AZ to lead outsourced contact center strategy, drive performance, and align with Gen's service targets.

You’ll partner with WFM, Training, Quality, and risk governance to ensure service targets support business needs. The role requires 8+ years in call center management, experience with outsourced partners, and the ability to lead in a multilingual environment; familiarity with AI tools for vendor management is a plus.

Qualifications

• 8+ years managing an internal or outsourced call center.
• Experience managing outsourced partners in a fast-paced environment and with contact center technology is required.
• Leadership experience in a multilingual support contact center is a plus.

Responsibilities

• Lead the outsourced contact center strategy and drive partner performance to exceed KPIs and business objectives.
• Extract, monitor, analyze, and validate KPI and service-level data to assess partner performance and identify trends.
• Identify operational efficiencies and recommend best practices to improve service and performance.
• Partner with WFM and VMO leadership to align staffing forecasts, billable hours, and budgets; manage partner budgets and forecasts with fiduciary responsibility.
• Work with Procurement on partner contract negotiations, maintain partner contracts, and support strong contractual adherence.
• Oversee successful day-to-day operations across outsourced partners, including the execution and deployment of new initiatives.
• Lead and report weekly, monthly, and quarterly business reviews.
• Solicit feedback from internal stakeholders and lead closed-loop feedback with partners.
• Manage operating expenses and end-to-end invoice reconciliation.
• Monitor partner compliance with internal and regulatory requirements and ensure appropriate controls and processes are in place.

Skills

Communication

Analytics & statistics

Planning & execution

Self-motivation & time mgmt

AI in vendor mgmt

Education

Bachelor’s degree

MBA preferred

COPC certification

Job description

Gen is seeking a Sr. Principal Support Partner Manager in Tempe, AZ to lead outsourced contact center strategy, drive performance, and align with Gen's service targets.

You’ll partner with WFM, Training, Quality, and risk governance to ensure service targets support business needs. The role requires 8+ years in call center management, experience with outsourced partners, and the ability to lead in a multilingual environment; familiarity with AI tools for vendor management is a plus.