Contact Center Vendor Manager, Breach Services

Synopsis of the role

The Vendor Management Leader is the key owner to drive Performance Metrics, Service Levels and Customer Experience with our business partners for Global Consumer Care. The role will be responsible for all performance aspects, and day-to-day management of the assigned outsourced operations, resources and workflow management with a focus on monitoring workflow controls between Equifax and assigned vendors. The position will also have responsibility for contract and relationship management, financial and quantitative analysis of vendor performance, and ensuring continued alignment between the assigned outsourced operations and Equifax’s ability to deliver excellent customer service. You will also be responsible for the long-term operational strategy and support model, continuous improvements of business processes, new process implementation, vendor selection, coordination of training, oversight of regulatory process compliance at vendors, critical issue resolution and regular business reviews.

What You’ll Do:

• Act as central POC for issues into Equifax from assigned vendor and out of Equifax back to vendors, working collaboratively with all teams within Equifax to resolve necessary obstacles impacting the vendor partners
• Develop, manage and monitor necessary performance and workflow controls between Equifax and assigned vendors
• Manage the workload and ensure vendor(s) and BPO providers are meeting all service level requirements.
• Partner with vendors and internal teams to improve quality, customer satisfaction, and operational efficiencies delivering exceptional customer service.
• Leverage broader operations and IT teams to troubleshoot vendor problems and issues and facilitate quick resolution. Proactively communicate best practices and ideas promoting continuous improvement.
• Effectively and consistently manage all vendor expenses. Maintain reporting that analyzes performance and vendor scorecards (service levels, volumes, quality, CSAT, handle time). Facilitate daily/weekly/monthly/quarterly meetings to review performance.

What Qualifications you need:

• Minimum of 5 years of vendor management experience, with expertise in evaluating performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations and resolving reliability/dependency issues with vendors
• Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive actions.
• Prior experience with developing risk controls regarding workflow to and from vendors and ability to utilize influence in a matrix organization to produce results
• Hands on, roll up your sleeves environment; expect to contribute high gain accomplishments in line with growing revenue, reducing costs, and improving the consumer experience.
• Acting as a single point of contact for any & all escalations from consumers (D2C), vendor & customers (B2B)

What could Set you apart:

• Previous experience in a call center environment, managing vendors

Primary Location:

CAN-Toronto-5700 Yonge

CAN-Montreal

Function:

Function – Fulfillment / Operations

Schedule:

Full time

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