Vendor Performance Manager

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Requirements:

• Strong understanding of outsourced service operations, pricing models, and BPO relationship management to deliver excellent customer experiences for McAfee
• 7+ years (we’d love more!)  of experience in contact center management, with at least 3 years in vendor management
• COPC Outsourced Operations Leader or Customer Experience Performance Leader certification is a plus
• Proficient in VMO cost containment processes with a proven ability to execute them effectively
• Extensive knowledge of managing both human-assisted and digital customer channels
• Deep analytical understanding of contact center metrics, enabling data-driven decision-making and problem-solving
• Skilled in building relationships and collaborating to drive positive and effective change
• Acutely aware of cultural nuances in a global support environment and capable of adapting strategies to achieve desired results
• Multilingual skills (Spanish) are a plus
• Passionate about problem-solving, delivering KPI results, and fostering change and engagement
• Strong critical thinking and analytical skills
• Understand the impact of implemented changes and upgrades
• Demonstrated ability to work independently with a strong sense of ownership
• Ability to collaborate with different business units across various time zones and countries
• Ability to interpret and understand operational reports
• Project management capability
• Team player who develops strong relationships, influences stakeholders, and drives cross-functional alignment to achieve strategic objectives

Responsibilities:

• Ensure CSPs (Customer Service Partners) fully understand their contractual obligations and how these requirements support business objectives
• Drive operational excellence at BPOs for programs such as Technical Support and Retention, taking ownership of the contracts you manage
• Monitor BPOs’ performance against KPIs, including associated bonuses or penalties, and evaluate their performance metrics and targets
• Execute CSG Governance Model with BPOs, providing input and participating in Monthly and Quarterly Business Reviews (MBRs/QBRs) or any updated VMO Governance model requirements, to ensure results-focused and performance-oriented sessions
• Collaborate closely with cross-functional teams to develop and implement continuous performance improvement strategies for customer satisfaction, retention, and revenue
• Share best practices by participating in cross-functional teams within BPOs and VMO, leveraging these across the CSG footprint for Technical Support, revenue, and channel types
• Track actual vs. budgeted spend on a weekly and monthly basis; coordinate and analyze all related financial data as appropriate
• Manage all assignments towards achieving and complying with assigned COPC standards and requirements
• Travel up to 25%