Vendor Management Lead: Contact Center Partnerships

Iberdrola SA; Orange (CT); Presencial; USD 106.000 - 152.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive benefits and growth

12% performance-based bonuses

401(k) match

Health, dental, and vision insurance

Tuition reimbursement

Professional development and clear asc

career advancement pathways

Descripción de la vacante

AVANGRID SERVICE COMPANY in the United States seeks a senior vendor/relationship manager to oversee outsourcing for Customer Care. You will lead performance across multiple vendor locations and drive improvements with business stakeholders, IT, and operations.

The role requires travel to outsource vendor sites, including international locations, and a Bachelor’s degree with 8+ years of experience in customer service and contract management.

Formación

• Bachelor’s Degree with a minimum of 8 years of relevant experience.
• Strong analytical skills with ability to use Microsoft Office applications (Word, Excel, PowerPoint).
• Excellent oral and written communications skills.
• Must be self-directed, have demonstrated initiative, and a track record of driving continuous improvement in a customer service environment.
• Previous experience working with call center technology tools (Routing technology / quality assurance / systems and reporting) Understanding of contractual service level agreements and key performance indicators.
• Must be able to travel to various outsource vendor locations, including international travel.

Responsabilidades

• Coordinate, monitor, and oversee customer service outsource vendor performance for Avangrid Networks Customer Care organization.
• Develop partnerships with key stakeholders at outsource vendor locations; identify and address opportunities for process improvements designed to improve key performance metrics and meet business objectives.
• Lead a team of vendor analysts across multiple operating companies to ensure day-to-day vendor performance is met or exceeded.
• Build strong partnerships with the Customer Care Workforce Management and Quality Assurance Teams to assist with supporting vendor performance.
• Coordinate, monitor, and oversee customer service outsource vendor performance for Avangrid Networks Customer Care organization.
• Review outsourced vendor metrics against service level agreements (SLAs) and track any applicable penalties or incentives.
• Oversee development of requirements for Requests for Proposals (RFPs) and contracts for oursource vendors.
• Work with key stakeholders to ensure that business requirements are included in any proposed enhancements to outsourced contact center vendor solutions.
• Maintain professional and technical knowledge by tracking emerging trends in contact center operations, benchmarking with other companies, and attending necessary training.
• Lead or participate in projects to implement new outsource centers.

Conocimientos

Analytical skills

MS Office

Written & verbal communication

Self-directed

Travel willingness

Educación

Bachelor’s Degree

Herramientas

Routing technology

Quality assurance

Reporting systems

Contract management systems

Descripción del empleo

AVANGRID SERVICE COMPANY in the United States seeks a senior vendor/relationship manager to oversee outsourcing for Customer Care. You will lead performance across multiple vendor locations and drive improvements with business stakeholders, IT, and operations.

The role requires travel to outsource vendor sites, including international locations, and a Bachelor’s degree with 8+ years of experience in customer service and contract management.