Senior Contact Center Vendor Manager

Required

• Education: Bachelor’s degree; MBA preferred. COPC certification is an advantage.
• Experience: 8+ years managing an internal or outsourced call center.
• Experience managing outsourced partners in a fast-paced environment and with contact center technology is required.
• Leadership experience in a multilingual support contact center is a plus.
• Financial products experience is preferred, but not required.
• Excellent written and verbal communication, with the ability to present to diverse internal and external audiences.
• Ability to work with complex mathematical concepts and statistics to document, report, compare, and draw conclusions from partner-performance and campaign data.
• Strong planning and execution skills, including the ability to manage multiple competing priorities.
• Ability to work independently, stay self-motivated, manage time effectively, and be resourceful in complex situations.
• Experience using AI tools and automation for vendor management and performance tracking, with openness to emerging technologies that streamline vendor processes.
• Personal Attributes:
• Self-directed and resourceful, with sound judgment and contingency plans for complex situations as needs arise.