Vendor Management Analyst

About the Team/Role

This roleis responsible for driving performance, alignment, and strategic partnership with our external contact center staffing vendors. This role ensures our outsourced partners deliver exceptional customer experiences, meet or exceed contractual obligations, and operate as an integrated extension of our internal operations.

You will serve as a liaison between internal stakeholders (Workforce Management, Operations, QA, Training, and Procurement) and external vendor leadership teams - fostering collaboration, transparency, and continuous improvement across all lines of business.

How you'll make an impact
Vendor Relationship & Governance

• Serve as the primary operational and strategic point of contact for all assigned contact center vendors.

• Build and maintain strong relationships with vendor leadership and site operations to foster partnership, alignment, and trust.

• Lead recurring vendor governance routines, including weekly tactical reviews, monthly performance meetings, and quarterly business reviews (QBRs).

• Act as an escalation point for performance, staffing, or compliance issues, ensuring prompt resolution and communication.

Performance Management

• Monitor and analyze vendor KPIs (SLAs, AHT, Quality, CSAT/NPS, Attrition, Absenteeism, Utilization, and Schedule Adherence).

• Identify trends, root causes, and actionable insights to drive improvement in performance and cost efficiency.

• Partner with Workforce Management to ensure accurate staffing forecasts, scheduling alignment, and capacity planning with vendor teams.

• Ensure timely and accurate reporting from all vendors; develop and distribute consolidated performance scorecards and insights to leadership.

Continuous Improvement & Strategic Enablement

• Develop and manage vendor success plans focused on quality, efficiency, and employee engagement outcomes.

• Collaborate with internal QA, Training, and Operations to align standards, onboarding processes, and coaching practices across vendors.

• Drive cost optimization initiatives through efficiency improvements, automation opportunities, and process simplification.

• Support the design and rollout of new vendor programs, pilots, or expansions (onshore, nearshore, or offshore).

Financial & Contract Oversight

• Partner with Procurement and Finance to ensure contract compliance, accurate billing, and value realization.

• Support financial forecasting and spend management, validating that vendor invoicing aligns with staffing and performance data.

• Identify opportunities for cost savings or performance-based incentives within existing contracts.

Leadership & Culture

• Champion a "One Team" culture between internal and vendor operations, reinforcing accountability and shared success.

• Recognize and celebrate vendor achievements that directly impact customer satisfaction or business outcomes.

• Serve as a thought leader in vendor strategy, contributing to long-term planning, site diversification, and risk management.

Experience you'll bring

• Bachelor's degree in Business, Operations Management, or a related field (or equivalent experience).

• Strong understanding of contact center metrics, workforce management, and performance optimization.

• Proven experience managing third-party vendor relationships in a high-volume customer service environment.

• Excellent analytical, problem-solving, and communication skills.

• Ability to influence cross-functional partners and external stakeholders effectively.