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Customer Care Vendor Manager/Plano,TX

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Location: Plano, TX, United States -
Job ID: 1087363
Corporate Positions
Supply Chain
Job Type: Full-Time
Date Updated: Feb 26, 2020

1. Manages the business relationships with the outsourced contact center operations. Serve as the primary point of contact for issues related to overall vendor performance and quality to effectively resolve escalations and provide solutions to vendors.

2. Participates in negotiating pricing and overall cost while actively identifying outsourcing opportunities. Analyzes or audits monthly invoices and forecasts future expenditures.

3. Oversees the deployment and implementation of programs and new initiatives with vendors. Establish and solidify business plans and roadmaps as it pertains to recruiting, hiring, training and product knowledge management (vendor management governance)

4. May communicate foreseen staffing plans to vendor while continuously monitoring vendor costs.

5. Orchestrate efforts from internal and outsourced teams to conduct and engage in communication during weekly, monthly and quarterly business reviews.

6. Reviews and identifies opportunities to improve or reduce costs. Responsible for analyzing data with vendors to drive changes if needed, improving operational processes, identify opportunities to increase efficiencies to reduce costs.

7. Identify opportunities for processes and best-practices adoption, develop and adjust SOPs to align with globalization plans and strategy. Understand reporting needs and request appropriate data analysis on metrics performance for internal stakeholders and leadership.

8. Build and maintain strong relationships with internal and external stakeholders to properly manage expectations on performance, business requirements and overall service delivery, holding vendor accountable for overall performance execution. Set vendors up for success by advocating for them when needed and ensuring their feedback is heard and prioritized to drive procedure and tooling improvements.

Education

  1. 4-year college degree, preferred

Experience

3 - 5 years in Vendor Management, preferred Customer Care, Call Center or Project Management, etc.




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Job Title: Customer Care Vendor Manager/Plano,TX
Location: Plano, TX, United States -
Job ID: 1087363

J.C. Penney Company Inc.
Plano, Texas

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