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VP, Vendor Management
Entertainment & Media Industry Company
Centennial, CO, United States
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Job Summary:
Responsible for the overall strategy and management of vendor partner call centers. Establishes policies and procedures to provide necessary customer service, meets organizational goals and drives revenues. Constantly seeks to improve the fiscal soundness and operational effectiveness of all initiatives developed vendor management function. Includes: assuring the attainment of financial and operational targets and delivery of contractual obligations; drive and manage the alignment of outsourcing strategies across the Division in partnership with Regional, Divisional and Headquarters SMEs; partner with divisional leadership to drive improvement in processes/tools utilized at outsourced call centers.
Core Responsibilities:
• Analyze outsource call center performance (sales, cost, quality, productivity) identifying trends/issues/concerns/successes and recommending appropriate solutions or best practice implementation
• Partner with Outsourcers, Regions, Reporting, Quality, Tech Ops, IT/IS and ROC to focus on execution and develop quality management process
• Conduct site visits and evaluations
• Conduct regular business reviews with regions and vendor partners
• Perform gap analysis to ensure partner agents have tools, processes, training and empowerment to deliver expected customer experience
• Accountable for ensuring effective process changes and program implementations occur at the vendor sites
• Partner with Business Operations to conduct monthly invoice reconciliations
• Ensure vendor compliance to desktop requirements, recruiting practices, training curriculum and overall performance standards in accordance with contract
• Work with Care/Tech leadership to establish the outsource strategy relating to call segmentation and resource utilization
• Work with Corporate Vendor Management team to ensure linkage to outsource strategy relating to call segmentation and resource utilization
• Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry
• Plans, develops, and implements management strategy to respond to customer needs and market demands
• Sets standards of performance for all levels of customer operations to promote sales and to meet established departmental goals
• Ensures operating departments comprehend the expense process and allocate their resources in a cost-effective manner
• Provides direction and guidance necessary to assure the efficient and cost-effective operation within approved operating and capital budgets for the departments
• Ensures that all efforts are made to retain revenue, improve product mix, and maintain the integrity of accounts receivable
• Other duties and responsibilities as assigned
• Consistent exercise of independent judgment and discretion in matters of significance
• Regular, consistent and punctual attendance Must be able to work nights and weekends, variable schedule(s) as necessary
Job Specification:
• Education Level: Bachelor's Degree or Equivalent
• Field of Study: Business
• Years' Experience: Generally requires 10+ years related experience
Additional Requirements:
• Approximately 50% travel (including overseas)
• Ability to influence and drive performance without direct reporting relationship
• Proven analytical/statistical background with ability to perform quantitative/qualitative analysis (very strong excel skills are a must)
• Experience with contract negotiations a plus
• Experience with Company financial systems a plus
Company is an EOE/Veterans/Disabled/LGBT employer