Manager, Contact Centre Vendor Management

Description

The Vendor Manager plays a pivotal role in overseeing and managing vendor relationships within the contact center environment. This individual is responsible for driving sales, enhancing service delivery, managing billing processes, facilitating moves, and fostering customer retention and loyalty. They are accountable for achieving expense, unit, and revenue targets while maintaining high-quality service standards, as measured by Service Level Agreements (SLAs) and Net Promoter Scores (NPS).

• Track and report financial performance metrics to senior management.
• Monitor vendor performance and address any issues or concerns in a timely manner
• Work closely with sales and service teams to ensure alignment with organizational goals and objectives.
• Coordinate moves and changes within the contact center, ensuring minimal disruption to operations.
• Set and monitor expense, unit, and revenue targets for the contact center.
• Establish and monitor Service Level Agreements (SLAs) to ensure service excellence.
• Track and analyze Net Promoter Scores (NPS) to measure customer satisfaction.
• Collaborate with cross-functional teams to execute loyalty programs and initiatives.
• Develop strategies to optimize sales performance within the contact center environment
• Identify cost-saving opportunities and operational efficiencies.
• Oversee billing processes to ensure accuracy and timeliness.
• Cultivate and maintain strong relationships with external vendors providing services to the contact center
• Develop and implement retention strategies to enhance customer loyalty.
• Implement strategies to improve quality of service based on performance metrics.
• Collaborate with vendors to align strategies and goals with Enercare's objectives
• Implement initiatives to enhance service quality and customer satisfaction.
• Streamline billing and moves procedures to improve efficiency and customer experience.
• Analyze customer feedback and data to identify opportunities for improvement.

Requirements

The Vendor Manager’s primarily focuses on overseeing vendor relationships within a specified scope of 200-500 seats, with accountability for revenue and expenses. S/he would independently manage billing processes, moves, and retention initiatives while championing service excellence. His or her skill development emphasizes expertise in sales, customer service, and financial acumen.

• Understanding of financial principles and the ability to manage budgets and financial targets effectively.
• Track record of achieving targets and delivering results in a fast-paced, dynamic environment.
• Ability to communicate effectively with internal teams, external vendors, and senior management.
• Aptitude for identifying issues, developing solutions, and implementing process improvements.
• Ability to adapt to changing priorities and business needs while maintaining focus on key objectives.
• Strong teamwork and collaboration skills, with the ability to work cross-functionally to achieve common goals.
• Demonstrated leadership qualities with the ability to motivate and inspire teams to achieve goals.
• Proficiency in analyzing data and identifying trends to drive decision-making and performance improvement.
• Experience in managing vendor relationships and optimizing vendor performance.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance