The Manager, Vendor & Workforce Management oversees contact center operations supporting utility customers across channels, ensuring service excellence through vendor governance, staffing, and analytics.
They manage vendor relationships, performance metrics, and compliance, lead governance routines, and partner with procurement, IT, and legal.
The role involves forecasting, capacity planning, scheduling, and real-time management to meet service levels, regulatory, and cost targets.
They analyze performance data, develop dashboards, and drive continuous improvement initiatives.
The position requires 5+ years in large-scale utility contact centers, experience with vendor management, and proficiency in analytics tools.
Preferred attributes include industry-specific knowledge, process improvement certifications, and strategic leadership skills.
Travel may be required. The role aims to optimize customer experience, reliability, and operational efficiency in a collaborative, inclusive environment.