Job Description
Candidates need to be local and have strong call center vendor management experience!
Hybrid
6 Months - Contract to hire
Vaccination required?: Yes
Title: Sr. Manager, Call Center Vendor Management
Sr. Manager, Call Center Vendor Management will manage the partnership with WGL outsourced Call Center vendor(s), empowering and encouraging them to deliver exceptional customer experience that meets and/or exceeds the needs of our customers. The Vendor Manager will champion Washington Gas' culture and vision to ensure outsourcing partner(s) reach our goals and deliver the highest level of customer satisfaction, with the most cost-effective approach. The position will collaborate with Customer Support, Training, Operations, and IT to assure the most consistent and efficient support process.Tasks and Responsibilities
Provides input into and executes on the Washington Gas Customer Service Operations strategy
Partners with BPO vendor and internal WG technology teams to ensure the right systems are in place for agents to do their work and for managers and WG to measure performance
Ensures timely reporting of vendor performance and relationship to Senior level team members
Monitors, mentors and work closely with our vendor partners and the Quality/Training departments to ensure alignment with internal strategies, policies, procedures, and knowledge; assuring the help provided to our customers is standardized and of the highest level of quality matching Washington Gas' criteria
Ensures that vendor is meeting security requirements and maintains contingency plans
Responsible for the accuracy and timeliness of training materials for vendor, accomplished by collaborating closely with the Quality and Training team of Washington Gas and that of the vendor
Communicates to vendors all weekly campaigns, operational efforts etc. that will impact forecasting and staffing models
Monitors daily and Intra-daily vendor's call activity statistics and KPIs included but not limited to Service Levels, ASA, ABA
Manages and reviews staffing with vendor's workforce management (WFM) team to provide satisfactory coverage to meet agreed SLA objectives
Presents analysis, reporting and corrective actions on vendor's performance gaps and monitors for improvement
Utilizes reporting and metrics to manage vendor's performance. Ensures reports are accurate.
Serves as the first point of contact for vendor escalations. Identifies real and potential problems, provides resolutions, alternate solutions, and risk mitigation plans
Supports vendor partners by ensuring all the necessary tools, process, workflows, strategy, and vision that is necessary are in place in order to provide the highest level of service and support to our customers.
Manages Special projects as necessary
Other duties as assigned
Qualifications, Skills and Abilities
Bachelor's Degree Business Management, Project Management or related discipline preferred
7+ Years Contact Center Vendor management required
5+ Years Contact Center Operations and Program Management required
2+ Years Supervisory experience required
Demonstrated experience with planning capacity to meet demand in a contact center environment
Ability to identify process gaps and work inter-departmentally to formulate/implement effective resolution
A team-first mentality and eagerness to set & meet aggressive goals. Excellent organization skills
Must be detail oriented with strong organizational and follow up skills
Ability to be flexible and to handle multiple tasks simultaneously
Intermediate to advanced Microsoft Office skills; Outlook, Excel, Visio, PowerPoint
Strong written and verbal communication skills. Ability to review, organize and present large amounts of data to support decision making
Ability to