Vendor Management Lead - Outsourced Customer Care

Avangrid; City of Binghamton (NY); On-site; USD 106,000 - 133,000; Full time

Benefits offered by this job

Competitive benefits and growth oppor.

Generous performance‑based bonuses

12% 401(k) match

Comprehensive health, dental, and vis­

Tuition reimbursement

Professional development and clear adv

Career advancement pathways

Job summary

AVANGRID SERVICE COMPANY in the United States is seeking a senior vendor management lead for contact center operations. The role focuses on strategic partnerships with outsource vendors, performance management, and contract compliance across multiple locations.

You will collaborate with business users, IT, and vendors to optimize KPIs, ensure SLAs are met, and manage analysts across several operating companies. Travel to vendor sites, including international locations, is required.

Qualifications

• 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

Responsibilities

• 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.

Skills

Analytical skills

MS Office

Communication skills

Self-directed

Travel willingness

Call center tech experience

Education

Bachelor’s Degree

Tools

Routing technology

QA tools

Reporting systems

Job description

AVANGRID SERVICE COMPANY in the United States is seeking a senior vendor management lead for contact center operations. The role focuses on strategic partnerships with outsource vendors, performance management, and contract compliance across multiple locations.

You will collaborate with business users, IT, and vendors to optimize KPIs, ensure SLAs are met, and manage analysts across several operating companies. Travel to vendor sites, including international locations, is required.