Lead Analyst - Customer Service

Job Title: Lead Analyst - Customer Service

Company: UI

Location: Orange, CT

Work type: Office (5 Days A Week)

The salary range for this position is dependent upon experience and location, ranging from $87,600 - $109,500.

• 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

Provides lead-level business, procurement, and operational support for multiple Business Process Outsourcing (BPO) contact center vendor partners across domestic, near‑shore, and offshore operations. Supports overall vendor management, including day‑to‑day operational oversight, KPI and performance tracking, service level monitoring, issue resolution, and accountability for vendor performance outcomes. Responsible for the accurate and timely review of vendor invoices and payments exceeding $1 million monthly.

Serves as a key point of contact for BPO vendors, business stakeholders, procurement partners, and internal teams, providing operational support, issue escalation, performance follow‑up, and coordination of vendor management, purchasing, contract, and payment‑related processes. Coordinates system enhancements and supports the development of new business processes, including strategic initiatives related to vendor performance management, RFP support, and customer service operations. Contributes to the effective daily operation of Customer Care Centers through operational analysis, KPI reporting, data visualization, and business support activities.

Participates in storm restoration and business continuity events as required.

• Manage multiple outsourced BPO vendor relationships to ensure effective daily operations, service quality, and alignment with Customer Care Center objectives.
• Administer vendor payments accurately and on schedule while maintaining budget compliance.
• Monitor, analyze, and report on vendor KPIs, service level agreements (SLAs), productivity, quality, and overall performance results to support accountability and continuous improvement.
• Serve as the primary liaison for vendor‑related inquiries, issue resolution, performance follow‑up, escalation management, and operational support.
• Partners with internal stakeholders and BPO vendors to address performance gaps, reinforce KPI expectations, and support corrective action plans when results are below target.

• Support procurement activities in collaboration with Supply Chain, Procurement, Legal, Finance, and business stakeholders.
• Provide business support for RFP‑related activities, including requirements gathering, scope input, vendor documentation, bid evaluation support, timeline coordination, and stakeholder follow‑up.
• Track procurement status, open issues, pending approvals, and vendor deliverables to support timely execution of operational and strategic initiatives.

• Collect, analyze, and interpret data to support business decisions and performance improvement initiatives.
• Design and implement data collection methodologies, including surveys, databases, and reporting structures.
• Develop and maintain reports, dashboards, statistical analyses, trend analyses, and performance metrics.
• Prepare and deliver presentations and reporting materials for managers, directors, and executive leadership.
• Leverage data sources, databases, and analytical tools to identify improvement opportunities and support organizational objectives.

• Support major and critical initiatives through process design, system implementation, testing, and change…