A pivotal leader within our Customer Experience Team, the Senior Contact Center Vendor Manager plays a crucial role in partnering and developing operational strategies with Business Process Outsourcer (BPO) partners supporting customer interaction center roles for Eversource Energy Efficiency customers. This individual will be responsible for all aspects of management and oversight of the BPO Partner including day to day operations, relationship management, quality control, workforce management, and training. This role will demand a blend of strategic vision, operational agility, and a very deep understanding of customer service excellence within a high volume, fast paced environment. You will also lead and oversee all aspects of our BPO vendor relationship for customer interaction center operations, including workforce management, quality assurance, training, escalations, contract negation and management, invoicing review and payment, and overall day to day implementation.
This is a hybrid role. The first three months are fulltime in the office. Essential Functions:Strategic Leadership and Vision:

• Drive consistent performance and execute comprehensive vendor strategies that align with Eversource’s goals, focusing on scalability, efficiency, and exceptional service delivery.

Workforce Management (WFM):

• Spearhead workforce planning and optimization initiatives to ensure alignment with service level agreements (SLAs) and operational efficiency with our vendor Partners.

Quality Assurance:

• Collaborate with the vendor’s Quality Assurance (QA) team to ensure adherence to established guidelines and alignment with the Eversource’s QA framework. Develop and uphold stringent QA protocols to assess, monitor, and elevate service quality, fostering ongoing enhancement throughout all vendor operations.

Training and Development:

• Oversee the development and implementation of robust training programs and processes to equip the team with the necessary skills and knowledge to excel in their roles.

Escalation Management:

• Lead the escalation management process, ensuring swift resolution of complex issues while maintaining high customer satisfaction levels.

Contract and Negotiation Management:

• Negotiate and manage contracts with vendor partners, adeptly handling sourcing and transitions between vendors to optimize service quality and cost-effectiveness.

Technology Integration:

• Be a key player in understanding call center technology to enhance operational effectiveness and the customer experience.

Data and Reporting:

• Responsible for review of call center metrics and reporting to identify trends and improvements.

Qualifications:Technical Knowledge/Skill: 

• Knowledge of best practices in Business Process Outsourcer management from a supplier and vendor perspective.
• Experience in managing projects, including resource allocation, milestone tracking and timeline management.
• Competency in analyzing performance data from various contact center platforms to guide strategic decisions and improvements.

Education:

• A bachelor’s degree in business administration, Operations Management, or a related field

Experience:

• Five (5) plus years in a senior vendor management role for a BPO of greater than 30 seats with a proven track record of operational excellence and team leadership.
• Experience in partnering with multiple departments within the BPO relationship, specifically, QA, WFM, and Training.

Compensation and Benefits:

• Eversource offers a competitive total rewards program. The annual salary range for this position is $105,000 - $117,000 plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of benefits.

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Worker Type:Regular

Number of Openings:

1

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.