Manager - Contact Centre Vendor Management

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be.  With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces.  We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers. 

Come and join one of North America's largest home and commercial services and energy solutions companies!   We offer comprehensive benefits, a DC Pension Plan and savings match plan.  If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.   

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work!

Role: Manager - Contact Centre Vendor Management

Status: Permanent, Full Time
Reports to: Director, Call Centre Transformation

Department: Customer Operations – Call Centre
Location: Hybrid - Markham 

Summary:

The Vendor Manager plays a pivotal role in overseeing and managing vendor relationships within the contact center environment. This individual is responsible for driving sales, enhancing service delivery, managing billing processes, facilitating moves, and fostering customer retention and loyalty. They are accountable for achieving expense, unit, and revenue targets while maintaining high-quality service standards, as measured by Service Level Agreements (SLAs) and Net Promoter Scores (NPS).

The Vendor Manager’s primarily focuses on overseeing vendor relationships within a specified scope of 200-500 seats, with accountability for revenue and expenses. S/he would independently manage billing processes, moves, and retention initiatives while championing service excellence. His or her skill development emphasizes expertise in sales, customer service, and financial acumen.

Responsibilities:

• Cultivate and maintain strong relationships with external vendors providing services to the contact center
• Collaborate with vendors to align strategies and goals with Enercare's objectives
• Monitor vendor performance and address any issues or concerns in a timely manner
• Develop strategies to optimize sales performance within the contact center environment
• Implement initiatives to enhance service quality and customer satisfaction.
• Work closely with sales and service teams to ensure alignment with organizational goals and objectives.
• Oversee billing processes to ensure accuracy and timeliness.
• Coordinate moves and changes within the contact center, ensuring minimal disruption to operations.
• Streamline billing and moves procedures to improve efficiency and customer experience.
• Develop and implement retention strategies to enhance customer loyalty.
• Analyze customer feedback and data to identify opportunities for improvement.
• Collaborate with cross-functional teams to execute loyalty programs and initiatives.
• Set and monitor expense, unit, and revenue targets for the contact center.
• Identify cost-saving opportunities and operational efficiencies.
• Track and report financial performance metrics to senior management.
• Establish and monitor Service Level Agreements (SLAs) to ensure service excellence.
• Track and analyze Net Promoter Scores (NPS) to measure customer satisfaction.
• Implement strategies to improve quality of service based on performance metrics.
  
  

Qualifications:

• Ability to communicate effectively with internal teams, external vendors, and senior management.
• Proficiency in analyzing data and identifying trends to drive decision-making and performance improvement.
• Demonstrated leadership qualities with the ability to motivate and inspire teams to achieve goals.
• Experience in managing vendor relationships and optimizing vendor performance.
• Understanding of financial principles and the ability to manage budgets and financial targets effectively.
• Commitment to delivering exceptional customer service and driving customer satisfaction and loyalty.
• Aptitude for identifying issues, developing solutions, and implementing process improvements.
• Track record of achieving targets and delivering results in a fast-paced, dynamic environment.
• Ability to adapt to changing priorities and business needs while maintaining focus on key objectives.
• Strong teamwork and collaboration skills, with the ability to work cross-functionally to achieve common goals.