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Vendor Manager (Contact Center) in Birmingham, MI at Hire Road

Date Posted: 4/10/2019

Job Snapshot

Job Description

Vendor Manager (Contact Center)

Birmingham, MI

Summary:

Our client is a marketing and communications firm who is looking to add an experienced and driven Vendor Manager (Contact Center). The Vendor Manager (Contact Center) will lead, support and oversee all call center operations related to our vendors. They’ll enhance the customer experience and maximize the number of scheduled appointments generated.

The Vendor Manager (Contact Center) must have at least 5 years of experience in project management.

Vendor Manager (Contact Center) Requirements:

  • 5+ years’ project management experience, preferably call center related
  • Bachelor’s Degree
  • Extensive knowledge of call center operations, lead management, training, script development, and quality assurance knowledge of ins and outs of predictive dialers
  • Strong problem solving and analytical skills, including a qualitative and quantitative skill set
  • Demonstrated success managing teams; work effectively with business and technical managers

Vendor Manager (Contact Center) Description:

  • Manage vendor performance with accountability for key CC metrics including: costs, SLAs, AHT, quality, retention and similar performance indicators
  • Manage vendor contracts to prioritize business needs and outline performance expectations
  • Develop, manage and ensure adherence to monthly and quarterly budgets
  • Evaluate performance and proactively provide feedback to vendors
  • Actively interrogate campaign performance to understand the impact tests have on the program
  • Investigate methods to improve the customer experience by testing new ways to leverage the contact center
  • Audit vendor invoices to ensure accuracy
  • Communicate tasks, decisions, and processes to vendors effectively
  • Manage call quality through remote monitoring and regular on-site visits and coordination with internal resources quality and training resources
  • Institute best practices by conducting process reviews and memorializing process improvements via documentation
  • Serve as main point of contact for vendor escalations and identify real and potential problems; provide resolutions, alternate solutions and risk mitigation plans
  • Contribute to the continuous improvement mindset across the CC function
  • Work with clients to manage all scripts, dispositions and escalation procedures
  • Dialing strategies including schedules, performance, time to call, and file penetration analysis
  • Strategize, execute and manage dialer strategy to ensure campaigns are penetrated efficiently and effectively to meet established business goals and scorecard parameters
  • Review Vendor compliance for adherence to all federal and state regulations
  • Completes regular Quality Assurance monitoring of the dialer systems and processes
  • Develop and maintain detailed written procedures for dialer work and processes
  • Develop, analyze and distribute campaign and agent statistics to identify trends to recommend the need for strategy changes and/or training
  • Manage dialer performance metrics to world class standards including service levels, occupancy and call routing to ensure KPIs are surpassed
  • Responsible for development, testing, implementation and production of daily business reporting. Create and maintain real time, historic and custom reports
  • Alert operations to any projected shortfalls or production problems. Functions as primary point of contact to our dialer strategies, advocate for team strategic insight, results and makes recommendation for process/system changes
  • Assist with creating policies, processes and procedures to standardize specific to Dialer Administration
  • Facilitate, field and prioritize campaign requests within CSC or from other departments
  • Monitor dialer related downtime expense, continually search for new strategies to control downtime, and alert management when circumstances alter downtime expense amount

WHO WE ARE

Choosing the Hire Road is about shared success, active and committed partnerships and relationships that last.  Hire Road is solely focused on connecting highly skilled professionals with leading organizations. We are a solutions-based, results-oriented staffing company specializing in a wide range of industry specific practices. To put it simply, we recruit, screen and hire talented people for temporary and full-time positions.

This classification description is intended to indicate the general kinds of tasks and levels of work difficulty that are required of positions given this title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be.  It is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of the employees under her/his supervision.  The use of a particular expression or illustration describing duties shall not exclude other duties not mentioned that are of a similar kind or level of difficulty.

Equal Opportunity Employer