Contact Center Vendor Manager
NexampPosted June 6, 2025
Washington, District of Columbia
$85k - $100k
Full Time
Job Description
The Contact Center Vendor Manager at Nexamp is responsible for overseeing vendor-managed inbound call centers, ensuring performance, quality, and strategic alignment to support customer experience and community solar initiatives in a fast-paced, mission-driven environment.
Responsibilities
- •Build and maintain strategic partnerships with vendors to support customer service and community solar products
- •Oversee vendor performance metrics including cost, service levels, handle time, customer satisfaction, and quality standards
- •Act as the primary contact for vendor-related issues, resolving concerns promptly
- •Manage vendor contracts, renewals, and amendments to ensure compliance and alignment with organizational needs
- •Collaborate with workforce management teams to develop capacity plans that meet business demands
- •Conduct performance evaluations and calibration sessions to ensure quality and consistency
- •Monitor and analyze vendor spend to identify cost-saving opportunities
- •Provide performance updates and insights to internal stakeholders through regular review meetings
- •Identify and mitigate risks within vendor relationships, including operational inefficiencies and workforce disruptions
- •Evaluate vendor performance data to optimize processes and improve service delivery
Requirements
- •Bachelor's degree in business, management, or equivalent professional experience.
- •3-5 years of experience in vendor management or a related field, with a demonstrated ability to manage complex vendor relationships, oversee billing and spend, conduct performance evaluations, and foster strategic partnerships.
- •Established understanding of key performance indicators (KPIs), objectives and key results (OKRs), quality assurance frameworks, and content development best practices.
- •Proven expertise in contract management, with strong negotiation skills to secure favorable terms and ensure compliance.
- •Exceptional communication, negotiation, and interpersonal abilities to cultivate and sustain productive vendor relationships.
- •Strong analytical capabilities to evaluate vendor performance data and identify opportunities for process optimization and continuous improvement.
- •Proficiency in relevant software tools, including Salesforce, vendor management platforms, and the Microsoft Office Suite.
- •Experience in managing vendor performance metrics such as cost, service level agreements (SLAs), average handle time (AHT), customer satisfaction (CSAT), and quality benchmarks.
- •Ability to develop and negotiate capacity plans that align with evolving business needs in collaboration with workforce management teams.
- •Experience in managing contract renewals and amendments to ensure agreements remain current and accurately reflect organizational requirements.
- •Ability to lead regular calibration sessions with vendors to ensure consistency in quality standards, processes, and performance expectations.
- •Experience in proactively identifying and mitigating risks within vendor relationships, including workforce disruptions or operational inefficiencies.
- •Experience in conducting in-depth analysis of vendor spend to identify cost-saving opportunities while maintaining high-quality service delivery.
- •Demonstrated experience in effectively communicating information, ideas, and perspectives with internal and external stakeholders.
- •Ability to ask appropriate questions, analyze data, identify root causes of problems, and present creative solutions.
- •Experience in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty.
- •Eagerness to develop a fundamental understanding of how Nexamp operates and apply that knowledge to inform business decisions.
- •Ability to work in a hybrid environment, with locations in Boston, MA, Chicago, IL, or Washington, DC.
- •Physical ability to perform job duties in a typical office setting (implied, as no explicit physical demands are specified).
Benefits
- •Competitive compensation package with salary range from 85,000 to 100,000 USD
- •Participation in performance-based incentive programs such as annual bonuses and other incentive plans
- •Eligibility to participate in the company's stock option plan
- •Health, dental, and vision insurance starting day one
- •Flexible paid time off and holiday PTO
- •Commuter benefits
- •Cell phone reimbursement
- •Hybrid work environment with offices in Boston, MA, Chicago, IL, and other locations nationwide
- •Access to healthy snacks, coffee, volunteer opportunities, company outings, and other perks
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