Supvr Vendor Management

The Supervisor, Vendor Management, is responsible for overseeing and optimizing the performance of outsourced contact center partners to ensure they deliver high-quality customer service that meets organizational standards. This role manages vendor relationships, monitors operational results, drives accountability to service-level agreements, ensures staffing and resources aligns with business needs, and manages vendor spend. The Vendor Supervisor serves as the primary liaison between internal teams and external partners, ensuring consistent communication, operational readiness, compliance, and continuous improvement across all supported functions. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

• Ensures the outsourced call center meets agreed-upon service levels and business goals. Monitor and track KPIs such as service levels, AHT, CSAT, quality scores, utilization, adherence, and productivity. Conduct weekly/monthly performance reviews with vendor leadership. (30%)
• Serve as the owner of the vendor relationship from a contractual standpoint and serve as the main liaison between the company and vendor by facilitating communication between internal teams (Operations, QA, Training, WFM, Finance, Compliance) and vendor teams (20%)
• Ensure that customer interactions meet company standards. Oversee QA results and calibration sessions. Maintain compliance with regulatory, privacy, and security requirements. (20%)
• Maintain structured governance to ensure smooth operation. Lead business reviews (daily/weekly/monthly/quarterly). Proactively mitigate operational risk and continue to evolve the outsourcing model (20%)
• Responsible for the financial integrity of the outsourced operation: Managing invoices, billing accuracy, and cost allocations. (10%)

- Manage relationship with 2 to 4 external vendors - Manage a vendor budget of approximately $10M - 3-6 direct reports - Decision-making authority is related to all people, processes and operations within the vendor contact center. - Accountable for the overall performance of the Vendors - Represent Customer Care organization to the Vendors - Advise Manager/Director on strategic direction as needed

Previous vendor management experience 4-7 years internal utility company experience (e.g. Pepco, ACE, etc.), or equivalent experience Strong written and oral communication skills Strong analytical skills

Experience negotiating vendor contracts Experience writing SOWs (Statement of Work) 2-3 years call center supervisory experience, or receive acceptable rating on Supervisory Assessment

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $81,600.00/Yr. – $112,200.00/Yr.
• Annual Bonus for eligible positions: %
• 401(k) match and annual company contribution
• Medical, dental and vision insurance
• Life and disability insurance
• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
• Employee Assistance Program and resources for mental and emotional support
• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
• Referral bonus program
• And much more