Vendor Management Analyst

Employer Industry: Customer Service Outsourcing

• Salary up to $67,100.00
• Eligible for quarterly or annual bonuses based on performance
• Comprehensive benefits package including health, dental, and vision insurance, retirement savings plan, and tuition reimbursement
• Opportunity for career advancement and growth within the organization
• Supportive and collaborative work environment with a focus on continuous improvement
• Chance to work with diverse teams and make a significant impact on customer satisfaction

• Serve as the primary operational and strategic point of contact for all assigned contact center vendors
• Build and maintain strong relationships with vendor leadership and site operations to foster partnership and alignment
• Monitor and analyze vendor KPIs to drive improvement in performance and cost efficiency
• Develop and manage vendor success plans focused on quality, efficiency, and employee engagement outcomes
• Champion a “One Team” culture between internal and vendor operations, reinforcing accountability and shared success

• Bachelor’s degree in Business, Operations Management, or a related field (or equivalent experience)
• Strong understanding of contact center metrics, workforce management, and performance optimization
• Proven experience managing third-party vendor relationships in a high-volume customer service environment
• Excellent analytical, problem-solving, and communication skills
• Ability to influence cross-functional partners and external stakeholders effectively

• Experience in financial forecasting and spend management
• Familiarity with vendor governance routines and performance management
• Knowledge of cost optimization initiatives and process simplification strategies
• Experience with onboarding processes and coaching practices across vendors
• Ability to contribute to long-term planning, site diversification, and risk management

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