Senior Manager Contact Center Development

Service Center

CSCS TX

The Contact Center Operations Senior Manager is a key role responsible for overseeing vendor contacts and relationships within the contact center domain. This position plays a pivotal role in driving innovation, managing project delivery, and ensuring smooth collaboration between internal stakeholders, vendors, legal, and procurement teams. The ideal candidate will possess a strong background in contact center operations, project management, vendor management, and cross-functional collaboration.

Key Responsibilities:

Vendor Management

• Develop and maintain relationships with contact center vendors, ensuring alignment with organizational goals and standards.

• Negotiate contracts, service level agreements (SLAs), and pricing structures with vendors to optimize value and performance.

• Conduct regular performance evaluations of vendors to ensure adherence to contractual obligations and service standards.

• Address and resolve any escalated issues or disputes with vendors in a timely and efficient manner.

Project Delivery

• Develop multi-year roadmap for Contact Center innovation.

• Lead and oversee contact center innovation projects from inception to completion, ensuring timely delivery within budgetary constraints.

• Collaborate with internal stakeholders to define project requirements, objectives, and success criteria.

• Develop project plans, allocate resources, and monitor project progress, identifying and mitigating risks as needed.

• Communicate project updates, milestones, and outcomes to relevant stakeholders, including senior management.

Industry Experience

• Stay abreast of industry trends, best practices, and emerging technologies within the contact center space.

• Utilize industry knowledge to identify opportunities for process improvements, efficiency gains, and innovation.

• Benchmark organizational performance against industry standards and competitors, recommending strategies for continuous improvement.

Collaboration with Legal, Procurement and Customer Insights:

• Partner on contract negotiations, vendor onboarding, and ongoing vendor management activities to achieve strategic procurement objectives.

• Collaborate with legal and procurement teams to ensure compliance with regulatory requirements and contractual obligations.

• Review and assess vendor contracts, statements of work (SOWs), and other legal documents to mitigate risks and protect organizational interests.

• Work closely with procurement to evaluate vendor proposals, conduct vendor assessments, and participate in vendor selection processes.

• Utilize customer feedback, analytics, and insights to drive improvements in vendor performance and service delivery.

• Champion a customer-centric approach in vendor management strategies to enhance overall customer satisfaction and loyalty.

• Partnership with IT to stay aligned on industry technology trends and collaboration opportunities.

Qualifications:

• Quarterly International travel will be required in this role.

• Bachelor's degree in business administration, Contact Center Management or related field or industry experience. Advanced degree or certifications (e.g., PMP, Six Sigma) preferred.

• Experience with NICE CX One Platform and WFM highly preferred.

• Proven experience (7 years) in contact center operations, vendor management, and project delivery.

• Experience leading teams including Supervisor's and Manager's.

• Strong understanding of contact center technologies, including CRM systems, IVR platforms, and omnichannel communication tools.

• Excellent communication, negotiation, and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.

• Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.

• Solid analytical and problem-solving skills, with a keen attention to detail and a focus on continuous improvement.

• Familiarity with legal and procurement processes, including contract management and vendor risk assessment.

• Bi-lingual in Spanish preferred