Vendor Management Analyst

Role Overview

• Serve as the primary operational and strategic point of contact for all assigned contact center vendors
• Build and maintain strong relationships with vendor leadership and site operations to foster partnership, alignment, and trust
• Lead recurring vendor governance routines, including weekly tactical reviews, monthly performance meetings, and quarterly business reviews (QBRs)
• Act as an escalation point for performance, staffing, or compliance issues, ensuring prompt resolution and communication
• Monitor and analyze vendor KPIs (SLAs, AHT, Quality, CSAT/NPS, Attrition, Absenteeism, Utilization, and Schedule Adherence)
• Identify trends, root causes, and actionable insights to drive improvement in performance and cost efficiency
• Partner with Workforce Management to ensure accurate staffing forecasts, scheduling alignment, and capacity planning with vendor teams
• Ensure timely and accurate reporting from all vendors; develop and distribute consolidated performance scorecards and insights to leadership
• Develop and manage vendor success plans focused on quality, efficiency, and employee engagement outcomes
• Collaborate with internal QA, Training, and Operations to align standards, onboarding processes, and coaching practices across vendors
• Drive cost optimization initiatives through efficiency improvements, automation opportunities, and process simplification
• Support the design and rollout of new vendor programs, pilots, or expansions (onshore, nearshore, or offshore)
• Partner with Procurement and Finance to ensure contract compliance, accurate billing, and value realization.

Requirements

• Bachelor’s degree in Business, Operations Management, or a related field (or equivalent experience)
• Strong understanding of contact center metrics, workforce management, and performance optimization
• Proven experience managing third-party vendor relationships in a high-volume customer service environment
• Excellent analytical, problem-solving, and communication skills
• Ability to influence cross-functional partners and external stakeholders effectively.

Benefits

• health, dental and vision insurances
• retirement savings plan
• paid time off
• health savings account
• flexible spending accounts
• life insurance
• disability insurance
• tuition reimbursement