Vendor & Workforce Optimization Lead (Contact Center)

Liberty; Gainesville (GA); Hybrid; USD 90,000 - 135,000; Full time

Benefits offered by this job

401k with Company match

Full insurance benefits

Flexible working policy

Share purchase/match plan

Defined Contribution savings plan

Top Talent Program

Volunteer paid days off

Employee Assistance Program

Achievement fund

Job summary

Liberty, part of Algonquin Power & Utilities Corp., seeks a Senior Vendor Operations Manager to optimize contact center performance across internal and outsourced teams. You will lead governance, forecasting, staffing, and analytics to balance customer experience, reliability and cost.

The role requires managing vendor relationships, SLAs, and regulatory alignment, with travel across the US and occasional trips to Canada. Hybrid work arrangement and a focus on continuous improvement are offered.

Qualifications

• Bachelor’s degree in Business, Operations, or a related field (or equivalent experience).
• 5+ years in a large-scale utility or regulated contact center environment.
• Proven experience managing outsourced vendor relationships and workforce operations.
• Strong analytical and technical skills with Excel, Power BI/Tableau, and WFM platforms.
• Travel to US locations and occasional trips to Canada; passport required.

Responsibilities

• Serve as the primary relationship owner for all third-party vendor partners supporting the contact center.
• Establish and manage performance scorecards with SLAs, KPIs, and compliance standards.
• Lead governance routines (weekly reviews, monthly and quarterly reviews).
• Ensure vendors follow data privacy, policies, and customer protection protocols.
• Forecast, capacity plan, and staff across internal and vendor sites to meet targets.
• Oversee scheduling and intraday management to maintain coverage.
• Collaborate with Operations, HR, and Finance to align headcount and budgets.
• Develop executive dashboards and insights to inform leadership decisions.
• Drive Lean and continuous improvement across vendor and internal teams.

Skills

Vendor governance

Forecasting

Staffing optimization

Operational analytics

Cross-functional collaboration

Education

Bachelor's degree in Business or related field

Equivalent experience

Tools

NICE IEX

Verint

Aspect

Excel

Power BI

Tableau

Job description

Liberty, part of Algonquin Power & Utilities Corp., seeks a Senior Vendor Operations Manager to optimize contact center performance across internal and outsourced teams. You will lead governance, forecasting, staffing, and analytics to balance customer experience, reliability and cost.

The role requires managing vendor relationships, SLAs, and regulatory alignment, with travel across the US and occasional trips to Canada. Hybrid work arrangement and a focus on continuous improvement are offered.