Vendor Manager - Onsite

Overview

Executes all aspects of the Vendor Management Program for the Contact Center, ensuring that vendor operations align with business objectives and service expectations. Responsible for developing and implementing enhancements to the vendor management program, ensuring it is appropriately scaled to meet the complexity and needs of the Contact Center. Provides leadership and strategic oversight of external third-party vendor relationships, ensuring adherence to performance standards, contractual obligations, and compliance requirements. Responsibilities include establishing and monitoring SLA's, tracking performance against contractual terms, and identifying areas for improvement to enhance vendor efficiency and effectiveness. Serves as the primary liaison between legal, operations, quality, training, and other key stakeholders.

Responsibilities

What you will do:

• Serve as key leader and single point of contact for all vendor-related interactions, driving a unified approach to vendor management and collaboration.
• Develop and implement long-term vendor relationship strategies that align with organizational goal and customer experience objectives
• Establish, monitor, and elevate performance benchmarks for vendors, ensuring consistent achievement and exceeding of KPIs.
• Ensure optimal staffing to meet contact center needs while balancing vendor budget
• Lead data-driven monthly business reviews, leveraging analytics to identify trends, strengths, and areas for improvement.
• Oversee all aspects of vendor compliance, ensuring strict adherence to contractual agreements, industry regulations, and Gerber Life's standards of excellence.
• Partner with internal teams, including Operations, Legal, and Compliance, to streamline processes and align vendor activities with organizational objectives.
• Oversee vendor onboarding and integration processes, ensuring new partnerships are established effectively and meet operational standards
• Assist in interpreting and writing contracts
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree Or equivalent work experience - Preferred
• 3-5 years of successful experience in managing, developing, coaching, and motivating high-performing contact center teams (experience in Financial Services, Sales, or Customer Experience considered a plus) - Required
• Vendor management experience considered a plus - Preferred
• Experience in writing, interpreting, and negotiating contracts considered a plus - Preferred
• Contact Center experience considered a plus - Preferred
• Insurance industry experience considered a plus - Preferred
• Proven experience managing and leading successful cross-functional teams - Preferred
• Proven track record for over-achieving goals, targets, improving processes, creating efficiencies and enhancing processes. Includes ability to hold self and others accountable for achieving objectives. - Preferred
• Proven strong project management skills; must cite examples of identifying, developing, organizing, initiating and executing a project and successfully accomplishing set goals. - Preferred
• Demonstrated ability to work cross-functionally to achieve common goals. - Preferred
• Proven skill in strategic thinking and sound decision making. - Preferred
• Must be self-directed and highly motivated with the flexibility necessary to operate in a fast-growing and fast-paced environment. - Preferred
• Flexibility and ability to adjust to changing priorities and new strategies. - Preferred
• Strong knowledge of Microsoft Office products - Preferred
• Proven and demonstrated excellent verbal and written skills. - Preferred
• Life and Health Insurance License in home state Upon Hire - Required

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Associate must be able to travel via airplane
• Associate must be able to travel via car
• Occasional after-hours work needed

Travel Requirements:

• 5% travel May be required to travel to home office or for conferences and trainings