Vendor & Workforce Strategy Lead - Contact Center (Hybrid)

Liberty; Merrick (NY); Híbrido; USD 120.000 - 170.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401k with Company match

Full insurance benefits (health/dental

vision/life

Collaborative environment with a true,

Descripción de la vacante

Algonquin Power & Utilities Corp. is seeking a senior role focused on optimizing contact center operations and vendor governance across internal and outsourced teams.

The position emphasizes effective forecasting, staffing, and performance analytics to balance customer experience, reliability, and cost. You will lead governance routines, manage vendor contracts, and drive continuous improvement across multiple locations in the United States and Canada, with travel as needed.

Formación

• Bachelor's degree in Business, Operations, or a related field (or equivalent experience).
• 5+ years of experience in a large-scale utility or regulated industry contact center environment.
• Proven experience managing outsourced vendor relationships and workforce operations.
• Strong analytical and technical skills, including proficiency in Excel, Power BI/Tableau, and WFM platforms.
• Understanding of contact center metrics and their impact on regulatory compliance, affordability, and reliability.
• Excellent communication and negotiation skills with ability to influence cross-functionally.
• Demonstrated success implementing governance frameworks and process standardization across multiple locations.
• This position requires travel to locations in the United States and occasionally to the head office in Canada. A valid passport is required for international travel.

Responsabilidades

• Hold primary ownership of relationships with all third-party vendor partners supporting the contact center.
• Establish and monitor performance scorecards with SLAs, KPIs, and compliance standards.
• Lead governance routines: weekly operational reviews, monthly business reviews, quarterly performance reviews.
• Ensure vendors comply with data privacy and customer protection protocols.
• Collaborate with Procurement, IT, and Legal on contracts, renewals, and incentives.
• Identify opportunities in routing, automation, and agent enablement.
• Support onboarding, training readiness, and technology integration for new lines of business.
• Lead forecasting, capacity planning, and staffing models across sites.

Conocimientos

Vendor governance

Workforce optimization

Forecasting

Data analysis

Excel

Power BI

Tableau

WFM platforms

Communication

Cross-functional collaboration

Educación

Bachelor's degree in Business, Operations, or related field

Herramientas

NICE IEX

Verint

Aspect

Descripción del empleo

Algonquin Power & Utilities Corp. is seeking a senior role focused on optimizing contact center operations and vendor governance across internal and outsourced teams.

The position emphasizes effective forecasting, staffing, and performance analytics to balance customer experience, reliability, and cost. You will lead governance routines, manage vendor contracts, and drive continuous improvement across multiple locations in the United States and Canada, with travel as needed.