Manager, Contact Centre Vendor Management

Overview

Manage vendor relations, sales, billing, moves, and customer retention in contact centre.

Key Responsibilities

• billing management
• vendor performance
• sla monitoring
• sales optimization
• nps tracking
• cost savings

Tasks

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

Requirements

• vendor management
• data analysis
• financial acumen
• process improvement
• leadership
• communication

What You Bring

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

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About Enercare Inc.

-Provides high-quality home and commercial energy solutions. -Grown to become a leading provider of heating, cooling, and water services. -Services span residential, commercial, and industrial sectors, specializing in maintenance and installation of HVAC systems. -Offers water heaters, water treatment systems, and energy-efficient solutions to help reduce carbon footprints. -Known for its innovative approach, providing smart home energy solutions to enhance customer experience. -Serves a broad customer base across Canada, making energy management easier and more efficient for homeowners and businesses alike. -Built a reputation for exceptional customer service and comprehensive service packages.

Sector Specialisms