Manager, Vendor & Workforce Management (Utility Contact Center))

We are seeking a Manager, Vendor & Workforce Management to optimize the performance of our contact center operations serving gas and electric customers. This role requires a strong analytical and technical skills, including proficiency in Excel, Power BI/Tableau, and WFM platforms. The position drives the balance between customer experience, reliability, and cost to serve—ensuring that customers are supported 365/24/7 across voice, chat, and digital channels.

Requirements

• Serve as the primary relationship owner for all third-party vendor partners supporting the contact center.
• Establish and manage performance scorecards with clear SLAs, KPIs, and compliance standards aligned with regulatory requirements and internal expectations.
• Lead structured governance routines (weekly operational reviews, monthly business reviews, quarterly performance reviews).

Benefits

• 401k with Company match
• Full insurance benefits (health/dental/vision/life)
• Collaborative environment with a genuine flexible working policy
• Share purchase/match plan
• Top Talent Program
• Volunteer paid days off
• Employee Assistance Program
• Achievement fund