Manager - Vendor Mgmt

Job Description

Job Title: Manager – Vendor Management Technology. Location: Orange, CT; Augusta, ME; Binghamton, NY

Responsibilities:

• Lead a team of Vendor Analysts across multiple operating companies, ensuring vendors meet or exceed performance goals.
• Develop and maintain strong partnerships with Customer Care Workforce Management & Quality Assurance teams to enhance vendor performance.
• Oversee and monitor customer service outsource vendor performance, ensuring alignment with Avangrid Networks’ goals.
• Review vendor metrics against SLAs, implementing penalties or incentives as necessary;
• Develop RFP and contract requirements for outsource vendors, ensuring business needs are met.
• Identify process improvement opportunities to enhance performance and achieve objectives;
• Stay updated on contact center trends and benchmark against industry standards.
• Lead or support projects to implement new outsource centers.

Qualifications:

• Education:
  • Bachelor's Degree with 5+ years of relevant experience (preferred).
  • Associate’s Degree with 7+ years of relevant experience (required).
• Previous experience with call center technology tools;
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Strong analytical, oral, and written communication skills;
• Proven ability to drive continuous improvement in a customer service setting.
• Understanding of SLAs & key performance indicators (KPIs).
• Ability to travel to vendor locations, including international travel.

Benefits /Instructions:

• Competitive salary and benefits package.
• Professional development opportunities, including training and benchmarking against industry best practices.
• Opportunity to collaborate with international teams;
• Mobility requirements: Compliance with immigration laws for non-citizens applying from outside the U.S.