Outsourced Call Center Vendor Management Manager at Nextiva in Scottsdale, AZ
We're actively looking for amazing people like you to join our team! The Outsourced Call Center Vendor Manager is accountable for managing Customer Success Organization vendor relationships for outsourced services. This includes contact handling services across the contact channels as well as back office specific tasking. The Vendor Manager is tasked with delivering benchmark performance from the vendor community while maintaining standards for quality. The Manager will have an intimate understanding of vendor environments and operations and build relationships with local leadership to insure reliability. Key
Responsibilities:
Ownership of daily contact center and back office operational performance Transaction volume forecasting and manpower planning leadership Operating predictability/reliability Assessment of leadership and refreshment of vendor leaders as necessary Enforcing productivity and contact handling goals Ensuring proper disaster recovery protocols are designed, in force and tested Accountable for effective training and subsequent breadth of knowledge Planning for business cycles and changes including systems updates and product updates
Qualifications:
Bachelor's degree and at least 5 years' experience in leading contact center operations (>100 seats) 5 years' experience in third party vendor procurement/management Experience working inside 3PV contact outsource environment desired Expertise in contact center workforce management/scheduling and forecasting required Thorough understanding of contact center core metrics and levers Proven track record of improving productivity in contact center Demonstrated relationship management capabilities Expert negotiation skills Strong background in outsourcing pricing strategies and tactics
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Ownership of daily contact center and back office operational performance Transaction volume forecasting and manpower planning leadership Operating predictability/reliability Assessment of leadership and refreshment of vendor leaders as necessary Enforcing productivity and contact handling goals Ensuring proper disaster recovery protocols are designed, in force and tested Accountable for effective training and subsequent breadth of knowledge Planning for business cycles and changes including systems updates and product updates
Qualifications:
Bachelor's degree and at least 5 years' experience in leading contact center operations (>100 seats) 5 years' experience in third party vendor procurement/management Experience working inside 3PV contact outsource environment desired Expertise in contact center workforce management/scheduling and forecasting required Thorough understanding of contact center core metrics and levers Proven track record of improving productivity in contact center Demonstrated relationship management capabilities Expert negotiation skills Strong background in outsourcing pricing strategies and tactics
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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