Wgl - Sr. Manager, Call Center Vendor Management

Position Summary
Sr. Manager, Call Center Vendor Management will manage the partnership with WGL outsourced Call Center vendor(s), empowering and encouraging them to deliver exceptional customer experience that meets and/or exceeds the needs of our customers. The Vendor Manager will champion Washington Gas' culture and vision to ensure outsourcing partner(s) reach our goals and deliver the highest level of customer satisfaction, with the most cost-effective approach. The position will collaborate with Customer Support, Training, Operations, and IT to assure the most consistent and efficient support process.
Tasks and Responsibilities

• Supports vendor partners by ensuring all the necessary tools, process, workflows, strategy, and vision that is necessary are in place in order to provide the highest level of service and support to our customers.
• Provides input into and executes on the Washington Gas Customer Service Operations strategy
• Utilizes reporting and metrics to manage vendor’s performance. Ensures reports are accurate.
• Responsible for the accuracy and timeliness of training materials for vendor, accomplished by collaborating closely with the Quality and Training team of Washington Gas and that of the vendor
• Ensures that vendor is meeting security requirements and maintains contingency plans
• Monitors, mentors and work closely with our vendor partners and the Quality/Training departments to ensure alignment with internal strategies, policies, procedures, and knowledge; assuring the help provided to our customers is standardized and of the highest level of quality matching Washington Gas’ criteria
• Partners with BPO vendor and internal WG technology teams to ensure the right systems are in place for agents to do their work and for managers and WG to measure performance
• Serves as the first point of contact for vendor escalations. Identifies real and potential problems, provides resolutions, alternate solutions, and risk mitigation plans
• Other duties as assigned
• Manages Special projects as necessary
• Monitors daily and Intra-daily vendor’s call activity statistics and KPIs included but not limited to Service Levels, ASA, ABA
• Presents analysis, reporting and corrective actions on vendor’s performance gaps and monitors for improvement
• Communicates to vendors all weekly campaigns, operational efforts etc. that will impact forecasting and staffing models
• Ensures timely reporting of vendor performance and relationship to Senior level team members
• Manages and reviews staffing with vendor’s workforce management (WFM) team to provide satisfactory coverage to meet agreed SLA objectives

Qualifications, Skills and Abilities

• 2+ Years Supervisory experience required
• 7+ Years Contact Center Vendor management required
• 5+ Years Contact Center Operations and Program Management required
• Bachelor's Degree Business Management, Project Management or related discipline preferred

• Ability to work in a fast-paced environment under tight deadlines
• Ability to travel internationally if needed
• Demonstrated experience with planning capacity to meet demand in a contact center environment
• Must be detail oriented with strong organizational and follow up skills
• Ability to identify process gaps and work inter-departmentally to formulate/implement effective resolution
• Strong written and verbal communication skills. Ability to review, organize and present large amounts of data to support decision making
• Intermediate to advanced Microsoft Office skills; Outlook, Excel, Visio, PowerPoint
• Ability to be flexible and to handle multiple tasks simultaneously
• A team-first mentality and eagerness to set & meet aggressive goals. Excellent organization skills

***** Flexible Hybrid Schedule *****

For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.