Senior Contact Center Vendor Manager

Gen Digital•Tempe, AZ

15d

About The Position

Gen is seeking a Senior Contact Center Vendor Manager to serve as its primary liaison and strategic partner for outsourced contact center operations. The role leads partner strategy and day-to-day relationships, driving service excellence, operational performance, and value. It establishes and monitors KPIs, ensures improvement plans are executed, oversees partner budgets and forecasts, and acts as the primary escalation point for Gen teams and partner leadership. The manager works cross-functionally with Workforce Management (WFM), Training, Quality, and Global Operational Risk Governance to keep outsourced operations aligned with service targets and business needs.

Requirements

Bachelor’s degree.
At least 8 years of experience managing an internal or outsourced call center.
Experience managing outsourced partners in a fast-paced environment.
Experience with contact center technology.
Excellent written and verbal communication skills, including the ability to present to diverse internal and external audiences.
Ability to work with complex mathematical concepts and statistics to document, report, compare, and draw conclusions from partner-performance and campaign data.
Strong planning and execution skills, including the ability to manage multiple competing priorities.
Ability to work independently, stay self-motivated, manage time effectively, and be resourceful in complex situations.
Experience using AI tools and automation for vendor management and performance tracking, and openness to emerging technologies that streamline vendor processes.
Self-directed and resourceful, with sound judgment and contingency plans for complex situations.
Organized and adaptable, able to balance competing priorities while maintaining accountability for plans and results.

Nice To Haves

MBA preferred.
COPC certification is an advantage.
Leadership experience in a multilingual support contact center.
Financial products experience is preferred, but not required.

Responsibilities

Lead outsourced contact center strategy and drive partner performance to exceed KPIs and business objectives.
Extract, monitor, analyze, and validate KPI and service-level data to assess partner performance and identify trends.
Identify operational efficiencies and recommend best practices to improve service and performance.
Partner with WFM and VMO leadership to align staffing forecasts, billable hours, and budgets; manage partner budgets and forecasts with fiduciary responsibility.
Work with Procurement on partner contract negotiations, maintain partner contracts, and support contractual adherence.
Oversee day-to-day operations across outsourced partners, including execution and deployment of new initiatives.
Lead and report weekly, monthly, and quarterly business reviews.
Solicit feedback from internal stakeholders and lead closed-loop feedback with partners.
Manage operating expenses and end-to-end invoice reconciliation.
Monitor partner compliance with internal and regulatory requirements and ensure appropriate controls and processes are in place.