Manager - Vendor Management

Location:

On site 5 days a week in Orange, CT;
Boston, MA;
Rochester, NY; or Binghamton, NY.The base salary range for this position is dependent upon experience and location, ranging from:$121,920 to $152,400 in Boston, MA $116,640 to $145,800 in Orange, CT $106,000 to $132,500 in Binghamton & Rochester, NY

What We Offer:

Competitive benefits and growth opportunities

Generous performance‑based bonuses
12% 401(k) match

Comprehensive health, dental, and vision insurance

Tuition reimbursement

Professional development and clear career advancement pathways

For more information please visit:
Benefits - Avangrid

Job Summary Maintain strategic partnerships with contact center outsource vendors to ensure operational effectiveness, achievement of key performance metrics, and an improved customer experience. Manage relationship with Avangrid Networks contact center outsource vendors including performance management and contract compliance. Requires close partnerships with business users, vendors, and IT in various geographic locations. Requires management of team employees across the Avangrid networks.

Provides leadership and development to team of Analysts across multiple operating companies.

Key Responsibilities Coordinate, monitor, and oversee customer service outsource vendor performance for Avangrid Networks Customer Care organization.

Develop partnerships with key stakeholders at outsource vendor locations; identify and address opportunities for process improvements designed to improve key 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.

Build strong partnerships with the Customer Care Workforce Management and Quality Assurance Teams to assist with supporting vendor performance.

Coordinate, monitor, and oversee customer service outsource vendor performance for Avangrid Networks Customer Care organization.

Review outsourced vendor metrics against service level agreements (SLAs) and track any applicable penalties or incentives.

Oversee development of requirements for Requests for Proposals (RFPs) and contracts for oursource vendors.

Work with key stakeholders to ensure that business requirements are included in any proposed enhancements to outsourced contact center vendor solutions.

Maintain professional and technical knowledge by tracking emerging trends in contact center operations, benchmarking with other companies, and attending necessary training.

Lead or participate in projects to implement new outsource centers.

Required Qualifications Bachelor’s Degree with a minimum of 8 years of relevant experience.

Strong analytical skills with ability to use Microsoft Office applications (Word, Excel, PowerPoint).Excellent oral and written communications skills

Must be self-directed, have demonstrated initiative, and a track record of driving continuous improvement in a customer service environment.

Previous experience working with call center technology tools (Routing technology / quality assurance / systems and reporting)
Understanding of contractual service level agreements and key performance indicators

Must be able to travel to various outsource vendor locations, including international travel

Preferred Qualifications Ability to build consensus among multiple stakeholders

Experience in managing outsource vendors.

Competencies Growth & Continuous Improvement Initiative & Change Focused on Results Customer Centric (internal and/or external)
Communication Collaboration Leadership  (people managers/leaders)#LI-OFFICE#LI-ER1

Company:

AVANGRID SERVICE COMPANY Mobility Information Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the…