Senior Vendor Management & Performance Lead

Iberdrola SA; Orange (CT); On-site; USD 117,000 - 152,000; Full time

Benefits offered by this job

Benefits

Bonus program

12% 401(k) match

Health insurance

Tuition reimbursement

Professional development

Job summary

AVANGRID SERVICE COMPANY is seeking a senior vendor operations leader to manage contact center outsource performance across multiple locations. You will drive contracts, SLAs, and governance with external partners and internal stakeholders.

The role requires strategic partnerships, data-driven decision making, and travel to outsource locations to ensure service levels and continuous improvement. Collaboration with IT, business users, and vendors is essential.

Qualifications

• Bachelor’s degree required with at least 8 years of relevant experience.
• Strong analytical skills and proficiency with Microsoft Office.
• Excellent oral and written communication abilities; self-directed with initiative.

Responsibilities

• Coordinate, monitor, and oversee vendor performance for Avangrid Networks Customer Care.
• Develop partnerships with stakeholders at outsource vendor locations to improve KPIs and meet business objectives.
• Lead a team of vendor analysts across multiple operating companies to ensure desired performance.
• Collaborate with Workforce Management and Quality Assurance teams to support vendor performance.
• Review SLA metrics and track penalties or incentives related to outsourced vendors.
• Oversee development of RFPs and contracts for outsource vendors.
• Ensure business requirements are included in proposed enhancements to vendor solutions.
• Stay updated on contact center trends and training opportunities.
• Lead or participate in projects to implement new outsource centers.

Skills

Analytical skills

MS Office

Communication skills

Self-directed

Initiative

Continuous improvement

Travel willingness

Education

Bachelor’s degree

Tools

Routing technology

Quality assurance

Reporting systems

Call center tech

Job description

AVANGRID SERVICE COMPANY is seeking a senior vendor operations leader to manage contact center outsource performance across multiple locations. You will drive contracts, SLAs, and governance with external partners and internal stakeholders.

The role requires strategic partnerships, data-driven decision making, and travel to outsource locations to ensure service levels and continuous improvement. Collaboration with IT, business users, and vendors is essential.