Job Title: Manager - Vendor Mgmt Technology
Location: Orange, CT; Augusta, ME or Binghamton, NY.
Work type: Office
Base Salary Range: $101,404 - $139,431.
Job Summary
Maintain strategic partnerships with contact center outsource vendors to ensure operational effectiveness, achievement of key performance metrics, and an improved customer experience. Manage relationship with Avangrid Networks contact center outsource vendors including performance management and contract compliance. Requires close partnerships with business users, vendors, and IT in various geographic locations. Requires management of team employees across the Avangrid networks.
Responsibilities
- Lead a team of Vendor Analysts across multiple operating companies to ensure day-to-day vendor performance is met or exceed.
- Build strong partnerships with the Customer Care Workforce Management and Quality Assurance Teams to assist with supporting vendor performance.
- Coordinate, monitor, and oversee customer service outsource vendor performance for Avangrid Networks Customer Care organization.
- Develop partnerships with key stakeholders at outsource vendor locations; identify and address opportunities for process improvements designed to improve key performance metrics and meet business objectives.
- Review outsourced vendor metrics against service level agreements (SLAs) and track any applicable penalties or incentives.
- Oversee development of requirements for Requests for Proposals (RFPs) and contracts for outsource vendors.
- Work with key stakeholders to ensure that business requirements are included in any proposed enhancements to outsourced contact center vendor solutions.
- Maintain professional and technical knowledge by tracking emerging trends in contact center operations, benchmarking with other companies, and attending necessary training.
- Lead or participate in projects to implement new outsource centers.
Education & Experience Required/ Preferred:
- Bachelor's Degree with a minimum of five years of relevant experience preferred.
- Associate's Degree with a minimum of seven years of relevant experience required.
- Previous experience working with call center technology tools.
Required Qualifications:
- Strong analytical skills with ability to use Microsoft Office applications (Word, Excel, PowerPoint).
- Excellent oral and written communications skills
- Must be self-directed, have demonstrated initiative, and a track record of driving continuous improvement in a customer service environment.
- Understanding of contractual service level agreements and key performance indicators.
- Must be able to travel to various outsource vendor locations, including international travel.
Behavioral Competencies
• Develop self & others
• Empower to grow
• Collaborate and share
• Be a role model
• Focus to achieve results
• Be agile
Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables
Job Posting End Date:
February-17-2025
Get Hired Faster
Subscribe to job alerts and upload your resume!
*By registering with our site, you agree to our
Terms and Privacy Policy.
Share diversity job
Manager - Vendor Mgmt Technology is posted on all sites within our Diversity Job Network.
