Vendor Performance & Outsourcing Lead

Avangrid; City of Rochester (NY); In loco; USD 106.000 - 152.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive benefits and growth

Bonuses based on performance

12% 401(k) match

Health, dental, and vision insurance

Tuition reimbursement

Professional development and clearCARE

Descrizione del lavoro

Avangrid is seeking a senior professional to manage strategic partnerships with contact center outsource vendors across multiple locations. You will drive performance, contract compliance, and process improvements while partnering with business users, vendors, and IT teams.

The role requires leadership of Analysts, collaboration with Workforce Management, and travel to various outsource vendor sites, including international locations.

Competenze

• Bachelor's Degree with experience in a customer service or contact center environment.
• Strong analytical, and verbal/written communication skills.
• Experience with call center technology, SLAs, and KPIs.

Mansioni

• Coordinate and oversee vendor performance for Avangrid Networks Customer Care.
• Develop partnerships with outsource vendor locations to improve KPIs and business objectives.
• Lead a team of analysts across multiple operating companies.
• Collaborate with Workforce Management and QA teams to support vendor performance.
• Review SLA metrics and manage penalties or incentives.
• Assist in RFP and contract development for outsourced vendors.
• Ensure business requirements are included in vendor solution enhancements.
• Stay updated on trends in contact center operations and training.

Conoscenze

Analytical skills

Oral & written communication

Self-directed / initiative

Travel to vendor locations

Customer service experience

Collaboration / leadership

Formazione

Bachelor's Degree

Strumenti

MS Office

Call center tools

Routing technology / QA / reporting

Descrizione del lavoro

Avangrid is seeking a senior professional to manage strategic partnerships with contact center outsource vendors across multiple locations. You will drive performance, contract compliance, and process improvements while partnering with business users, vendors, and IT teams.

The role requires leadership of Analysts, collaboration with Workforce Management, and travel to various outsource vendor sites, including international locations.