Manager - Vendor Management

Iberdrola•Orange, CT

1d•Onsite

About The Position

Maintain strategic partnerships with contact center outsource vendors to ensure operational effectiveness, achievement of key performance metrics, and an improved customer experience. Manage relationships with Avangrid Networks contact center outsource vendors, including performance management and contract compliance. The role partners closely with business users, vendors, and IT across multiple geographic locations, and manages and develops a team of analysts across Avangrid Networks operating companies. The position is onsite five days a week in Orange, Connecticut; Boston, Massachusetts; Rochester, New York; or Binghamton, New York. Travel to vendor locations, including international travel, is required. Employees may be assigned system emergency or NERC Reliability Standards compliance roles where applicable to their business area.

Requirements

Bachelor’s degree and a minimum of 8 years of relevant experience.
Strong analytical skills and ability to use Microsoft Office applications, including Word, Excel, and PowerPoint.
Excellent oral and written communication skills.
Self-directed, with demonstrated initiative and a track record of driving continuous improvement in a customer service environment.
Previous experience working with call center technology tools, including routing technology, quality assurance, systems, and reporting.
Understanding of contractual service level agreements and key performance indicators.
Ability to travel to outsource vendor locations, including internationally.

Nice To Haves

Ability to build consensus among multiple stakeholders.
Experience managing outsource vendors.

Responsibilities

Coordinate, monitor, and oversee customer service outsource vendor performance for Avangrid Networks Customer Care.
Develop partnerships with stakeholders at outsource vendor locations and identify and address process-improvement opportunities to improve performance metrics and meet business objectives.
Lead a team of vendor analysts across multiple operating companies to ensure day-to-day vendor performance is met or exceeded.
Partner with Customer Care Workforce Management and Quality Assurance teams to support vendor performance.
Review vendor metrics against service level agreements (SLAs) and track applicable penalties or incentives.
Oversee development of requirements for requests for proposals (RFPs) and contracts for outsource vendors.
Work with stakeholders to ensure business requirements are included in proposed enhancements to outsourced contact center vendor solutions.
Maintain professional and technical knowledge by tracking emerging contact center operations trends, benchmarking with other companies, and attending training.
Lead or participate in projects to implement new outsource centers.