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Manager - Vendor Mgmt Technology

Company:  AVANGRID SERVICE COMPANY
Location: 

Orange, CT, US Kirkwood, NY, US Augusta, ME, US

 

Responsibilities

Key Responsibilities

  • Coordinate, monitor, and oversee customer service outsource vendor performance for Avangrid Networks Customer Care organization.
  • Develop partnerships with key stakeholders at outsource vendor locations; identify and address opportunities for process improvements designed to improve key performance metrics and meet business objectives.
  • Reviews outsource vendor metrics against service level agreements (SLAs) and track any applicable penalties or incentives.
  • Oversee development of requirements for Requests for Proposals (RFPs) and contracts for outsource vendors.
  • Assist with management of first level of support for resolution of contact center technology issues.
  • Partner with customer service leadership and IT to identify needs and required functionality of all call center technology solutions.
  • Work with key stakeholders to ensure that business requirements are included in any proposed enhancements to technology or outsourced vendor solution.

Additional Responsibilities

  • Work with IT to ensure the maintenance of a disaster recovery system and back up plans for all contact centers.
  • Maintain professional and technical knowledge by tracking emerging trends in contact center operations, benchmarking with other companies, and attending necessary training.
  • Lead or participate in projects to implement new outsource centers.
Skills and Requirements

Required Qualifications

(Education, Years of or Specific Types of Experience, Required Computer Skills, Etc.)                             

 

Bachelor’s Degree or relevant experience in this field for over 7 years required.  

Strong analytical skills with ability to use Microsoft Office applications (Word, Excel, PowerPoint).         

Excellent oral and written communications skills                      

Must be self-directed, have demonstrated initiative, and a track record of driving continuous improvement in a customer service environment.                                                            

Previous experience working with call center technology tools.        

Understanding of contractual service level agreements and key performance indicators.                                                 

Must be able to travel to various outsource vendor locations.         

Preferred Qualifications (Certifications, Specific Types of Experience, 

Industry Experience, Desired Computer Skills, Etc.)                     

Experience in managing outsource vendors.                             

Experience in implementing contact center technology solutions

 

 

AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or careers@avangrid.com


Nearest Major Market: New Haven
Nearest Secondary Market: Hartford

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