Location: Orlando, FL 32819 area – This position is onsite
Pay: $135,000-$145,000 yearly Plus 15% bonus opportunity
Type: Direct hire
Schedule: M-F, 8:00 AM to 5:00 PM EST
Job description:
Lead and oversee vendor operations, ensuring service delivery, performance standards, and contractual obligations are consistently met across all vendor partners
Manage a team consisting of direct reports (managers and trainers), providing leadership, coaching, and performance oversight
Oversee additional indirect reports through supervisor-level leadership, ensuring alignment with operational goals and KPIs
Drive operational efficiency by developing and optimizing processes, workflows, and vendor management strategies
Partner cross-functionally with internal stakeholders to align vendor performance with broader business objectives
Monitor and analyze key performance metrics, implementing continuous improvement initiatives to enhance quality, productivity, and customer experience
Ensure compliance with company policies, industry standards, and contractual agreements while mitigating operational risks
Nice to have:
Bilingual: Spanish/English
Requirements:
Must have (3) years of experience as a Director or similar in call center environment
Must be willing to travel as needed (minor travel)