Workforce & Vendor Manager, Product Support

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Requirements:

• 3-5 years of experience in workforce management, vendor management, or a related operations role, preferably within a customer support environment.
• Experience developing and maintaining workforce capacity models and forecasting methodologies.
• Proven experience in operationally managing external vendors, including defining performance metrics and conducting business reviews.
• Strong analytical and problem solving skills with the ability to analyze data to identify trends, draw insights, and make data-driven recommendations for capacity planning and vendor performance management. Proficiency in data analysis tools like Looker or Hex
• Excellent communication and presentation skills, with the ability to present findings clearly and concisely to both technical and non-technical audiences.

Responsibilities:

• Act as the main point of contact for the BPO provider, fostering a collaborative relationship, developing and managing the operational framework to meet service levels and performance targets.
• Conduct regular business reviews with the BPO, analyzing performance data, identifying improvement areas, and presenting clear, actionable insights (including occasional vendor site visits).
• Partner with Product Support leadership to forecast short and long-term capacity needs for both BPO and FTE teams, considering support volume, service level objectives, and strategic initiatives.
• Develop and maintain workforce capacity models to predict staffing requirements, analyze volume trends and agent productivity, and use data to optimize resource allocation.
• Collaborate with internal teams to assess the impact of new product features on support volume and identify opportunities to optimize support operations through effective vendor management and capacity planning.