Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
The Director Vendor Management owns the relationship with established vendors in the Care space and has a deep knowledge of the contracts in parallel to the organizations processes. The Director ensures vendor performance is meeting contractual requirements, following up with vendor when performance is not met with appropriate remedy plans on improvement. In addition to providing oversight to ensure vendor resources are in place, partnering with the AUSA WFM Team, the Director collaborates cross-functionally to understand and optimize process for Care projects and initiatives as well as working with internal partners to validate or update KPIs and metrics.
Responsibilities
• Identify key metrics and levers, monitoring results against goals via vendor scorecard, ensuring the appropriate action plans/glide paths are in place timely and monitored regularly
• Be knowledgeable with current SOW’s and Amendments that are currently in place, and provide recommendations for needed changes
• In partnership with Training, Workforce, CX, and AUSA PMO optimize vendor onboarding process focusing on ensuring readiness day one with a focus on customer experience
• Create synergy across the care vendor relationships and provide input on opportunities to consolidate, grow or re-think vendor options
• Manage internal resources to support the vendor relationship, specifically Managers and Supervisors within the BPO Care Organization
• Provides strategic leadership on vendor management best practices
• Participates in developing and cascading goals to partners, ensuring alignment with overall strategy
• Build long term vendor relationships to deliver and improve the customer experience, and vendor performance
• Demonstrated advanced understanding of industry standards and best practices
• Champion for Change
• Lead quarterly and annual business reviews comprised of Altice and BPO strategic leadership teams
• Build positive relationships with internal support groups and provide feedback as appropriate on processes and procedures impacting customers or outsource partners
• Participate in capacity planning process to ensure outsource partners are staffed to plan and handling their business in line with stated assumptions.
• Responsible for the management of both internal and external (vendor) teams and providing leadership in a national, 24/7 operations model.
• Commitment to continuous improvement related to Customer Experience, as well as partner relationships
Qualifications
• Bachelor’s degree; equivalent years of work experience may be considered
• Minimum of ten years experience in Call Center Management including strong operational expertise
• Minimum five years’ experience managing BPO’s preferred.
• Solid outsourced Contact Center or BPO management experience with inbound, outbound, chat and email
• Experience with evaluation and leadership of off-shore operations
• Ability to travel up to 50% of the time and successfully lead and inspire a virtual workforce (Travel to include International locations)
• Proven leadership skills and people management skills derived from having direct and indirect responsibility for building and managing cohesive, high-performing teams
• A strong collaborator and influencer in cross functional and interdependent teams
• Demonstrated professional oral and written communication skills with a strong ability to lead, partner and influence across the internal organization and with partners.
• Ability to work in a fast-paced environment, under pressure of tight deadlines
• Demonstrated ability to manage and prioritize multiple projects at a time
• Challenges the status quo to identify areas for improvement, efficiency, and effectiveness
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $121,715.00 – $194,744.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.