Senior Manager, Vendor & Workforce Optimization

Liberty; Texas; Presencial; USD 120.000 - 150.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Vendor governance

Forecasting

Staffing optimization

Operational analytics

Vendor management

SLAs & KPIs

Regulatory compliance

Data privacy

Lean methodology

Educación

Bachelor's degree in Business/Operations

Herramientas

NICE IEX

Verint

Aspect

Descripción del empleo

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.