Manager, Vendor & Workforce Management (utility Contact Center)

Liberty Utilities Co

Londonderry, NH, US
Not specified; not specified; compyny funded pensi...
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Vendor relationship management
Workforce forecasting and staffing
Contact center sla and kpi monitoring
** Liberty Utilities Co is seeking a Manager for Vendor & Workforce Management within their utility contact center operations. The role focuses on optimizing performance through effective vendor governance, operational analytics, and staffing strategies to enhance customer service across various channels. **

Job Summary

  • This role is accountable for optimizing the performance of both internal and outsourced contact center operations serving gas and electric customers.
  • The position drives the balance between customer experience, reliability, and cost to serve while ensuring 365/24/7 support across voice, chat, and digital channels.
  • Company benefits include a funded pension program, 401k match, full insurance coverage, and a flexible working policy.

Matching Summary

Match Score: 75

** Liberty Utilities Co is seeking a Manager for Vendor & Workforce Management within their utility contact center operations. The role focuses on optimizing performance through effective vendor governance, operational analytics, and staffing strategies to enhance customer service across various channels. **

Salary

Not specified; Not specified; Company funded Pension program; 401k with Company match; Full insurance benefits; Share purchase/match plan

Skills & Requirements

Must-have

  • Vendor relationship management
  • Workforce forecasting and staffing
  • Contact center SLA and KPI monitoring
  • Utility industry experience required
  • WFM platform proficiency (NICE IEX, Verint)

Nice-to-have

  • Lean Six Sigma certification
  • PMP certification preferred
  • Strategic thinking with hands-on execution
  • Unified culture building across teams
  • Regulatory reporting knowledge

Key Requirements

  • Bachelor's degree in Business or related field
  • 5+ years in large-scale utility contact center environment
  • Valid passport required for international travel

Work Rights

Not specified

Tailored Resume

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