Vendor Performance & Partnerships Manager

Avangrid; Orange (CT); In loco; USD 117.000 - 146.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive benefits and growth

Performance-based bonuses

401(k) match

Health, dental, and vision insurance

Tuition reimbursement

Professional development

Descrizione del lavoro

Avangrid is seeking a senior program/operations manager to maintain strategic partnerships with contact center outsource vendors and to ensure operational effectiveness and achievement of key performance metrics across Avangrid Networks’ customer care operations.

You will manage relationships with vendors and IT, lead analysts across multiple operating companies, and drive continuous improvement initiatives.

Competenze

• Bachelor's degree required with 8+ years of relevant experience.
• Strong analytical skills and proficiency with Microsoft Office (Word, Excel, PowerPoint).
• Excellent oral and written communication skills.
• Self-directed with initiative and a track record of driving continuous improvement in a customer service environment.
• Experience with call center technology tools (routing, QA, reporting).
• Understanding of SLAs and KPIs in vendor environments.
• Ability to travel to outsource vendor locations, including international travel.

Mansioni

• Coordinate, monitor, and oversee vendor performance for Avangrid Networks Customer Care.
• Develop partnerships with stakeholders at outsource vendor locations to identify process improvements.
• Lead a team of vendor analysts across multiple operating companies.
• Support Workforce Management and Quality Assurance teams to improve vendor performance.
• Review vendor metrics against SLAs and track penalties or incentives.
• Oversee RFPs and contracts for outsourced vendors and ensure business requirements are met.
• Stay updated on trends in contact center operations and pursue necessary training.
• Participate in projects to implement new outsource centers.

Conoscenze

Analytical skills

MS Office

Oral and written communication

Self-directed

Call center technology

SLA and KPI understanding

Travel readiness

Formazione

Bachelor's Degree

Strumenti

Routing technology

Quality assurance systems

Reporting tools

Descrizione del lavoro

Avangrid is seeking a senior program/operations manager to maintain strategic partnerships with contact center outsource vendors and to ensure operational effectiveness and achievement of key performance metrics across Avangrid Networks’ customer care operations.

You will manage relationships with vendors and IT, lead analysts across multiple operating companies, and drive continuous improvement initiatives.