Vendor & Workforce Manager, Contact Center Ops

Liberty; Londonderry (NH); Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

401k with Company match

Full insurance benefits

Collaborative environment

Share purchase/match plan

Top Talent Program

Volunteer paid days off

Employee Assistance Program

Achievement fund

Résumé du poste

A leading utility company in Londonderry is seeking a manager to optimize both internal and outsourced contact center operations. The successful candidate will ensure service delivery excellence and maintain strong vendor relationships. Key responsibilities include managing performance scorecards, forecasting, and staffing optimization. Candidates must have a Bachelor's degree and 5+ years of experience in a regulated contact center environment. The position offers a collaborative working environment and a range of benefits including 401k and full insurance coverage.

Qualifications

• 5+ years of experience in a large-scale utility or regulated industry contact center.
• Proven experience in managing outsourced vendor relationships.
• Strong analytical skills with proficiency in Excel and WFM platforms.

Responsabilités

• Optimize performance of internal and outsourced contact center operations.
• Manage performance scorecards with SLAs and KPIs.
• Lead forecasting, capacity planning, and staffing models.

Connaissances

Analytical skills

Technical skills in Excel

Vendor management

Communication skills

Negotiation skills

Formation

Bachelor’s degree in Business or Operations

Outils

Power BI

Tableau

Workforce Management platforms

Description du poste

A leading utility company in Londonderry is seeking a manager to optimize both internal and outsourced contact center operations. The successful candidate will ensure service delivery excellence and maintain strong vendor relationships. Key responsibilities include managing performance scorecards, forecasting, and staffing optimization. Candidates must have a Bachelor's degree and 5+ years of experience in a regulated contact center environment. The position offers a collaborative working environment and a range of benefits including 401k and full insurance coverage.