Role Summary

As a Vendor Operations Manager at Saks, you will be responsible for ensuring that the BPO’s are performing at the contracted service and operations levels. Including but not limited to daily metrics, real-time adherence to goals, as well as ensuring that the vendors are following all Quality, Training, and Workforce Management requirements. The vendor manager will work closely with the operations teams at the BPO’s to ensure compliance with service processes and procedures, as well as KPIs.

This role requires a strong knowledge and ability to oversee the operational performance of the vendors and holding them accountable for meeting daily, monthly, and yearly goals and KPIs.

Responsibilities:

• This position will require excellent organizational skills, tied with the ability to effectively prioritize and multi-task.
• Strong contact center operations experience with the ability to do real time analysis of daily metric performance.
• Facilitate and manage (WBRS) to discuss vendor performance gaps and establish corrective action plans.
• Escalates to appropriate leadership groups to define resolution paths.
• Communicate internal and external processes for consistency across all vendor relationships.
• Maintain relationships with internal departments to maintain policies and practices
• Actively contribute to Saks culture, embracing change and delivering results.
• Support established framework for interactions between the vendor and the business.
• Monitor performance and develop a daily plan to meet daily KPI goals.
• Develop vendor scorecards and dashboards that present relevant data tailored to stakeholder audiences.
• Understand contractual relationships with vendors to ensure that commitments are delivered post-contract and ongoing.
• Drive ongoing continuous improvement initiatives to improve quality, performance, and cost.
• Make appropriate recommendations regarding the vendor, their teams, and initiatives.
• Perform daily check in’s regarding site performance, policy compliance, and overall site productivity.
• Recommend contract renewals and/or contract terminations

Qualifications:

• 3+ years contact center operations experience – ability to do real time analysis of agent productivity and the ability to communicate and report areas of improvement.
• 3+ years of experience in vendor management role (call center organization preferred)
• Strong knowledge of the call center vendor relationship
• Experience driving measurable improvements in quality, efficiency, and costs
• Strong negotiation, relationship and interpersonal skills
• Excellent written, verbal, and visual communication skills
• Strong dispute resolution, and collaboration skills with the ability to have difficult conversations
• Strong analytical and reporting skills
• Ability to manage many projects and priorities in a fast-paced environment
• Comfortable working autonomously on complex problems, as well as collaboratively
• Ability to surface and support continued process improvements
• Ability to embrace change and ensure vendor adoption of new processes
• Working knowledge of Google Suite, Aws, Salesforce with a high level of proficiency

Your Life and Career at Saks:

• Exposure to rewarding career advancement opportunities, from retail to supply chain, to digital or corporate.
• A culture that promotes a healthy, fulfilling work/life balance
• Benefits package for all eligible full-time employees (including medical, vision and dental).
• An amazing employee discount

Thank you for your interest with Saks. We look forward to reviewing your application.

Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Saks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.