Manager - Contact Centre Vendor Management

The Vendor Manager at Enercare plays a pivotal role in overseeing and managing vendor relationships within the contact center environment. This individual is responsible for driving sales, enhancing service delivery, managing billing processes, facilitating moves, and fostering customer retention and loyalty.

Requirements

• Cultivate and maintain strong relationships with external vendors providing services to the contact center, aligning strategies and goals with Enercare's objectives.
• Monitor vendor performance and address any issues or concerns in a timely manner.
• Develop strategies to optimize sales performance within the contact center environment.
• Implement initiatives to enhance service quality and customer satisfaction.
• Work closely with sales and service teams to ensure alignment with organizational goals and objectives.
• Coordinate moves and changes within the contact center, ensuring minimal disruption to operations.
• Streamline billing and moves procedures to improve efficiency and customer experience.
• Develop and implement retention strategies to enhance customer loyalty.
• Analyze customer feedback and data to identify opportunities for improvement.
• Collaborate with cross-functional teams to execute loyalty programs and initiatives.
• Set and monitor expense, unit, and revenue targets for the contact center.
• Identify cost-saving opportunities and operational efficiencies.
• Track and report financial performance metrics to senior management.
• Establish and monitor Service Level Agreements (SLAs) to ensure service excellence.
• Track and analyze Net Promoter Scores (NPS) to measure customer satisfaction.
• Implement strategies to improve quality of service based on performance metrics.

Benefits

• Competitive compensation package
• Opportunities for growth and development
• Collaborative and diverse work environment
• Equal opportunities employer
• Accessible recruitment process