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Senior Manager, Vendor Partner Management

Location:
Montréal, Quebec, Canada

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Job Description:

At Cogeco, our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious.  We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile, dedicated, problem solvers.

The Senior Manager of Vendor Partner Management is responsible for all activities related to the effective building and maintenance of relationships with external third-party partners/vendors/outsources providing technical support to call centre operations. The successful candidate will work with the technical support business unit to establish and monitor Vendor Scorecards as well as quantitative and qualitative performance measures as they relate to the contract terms of selected Service Level Agreements (SLA) for assigned vendors. The Senior Manager of Vendor Partner Management will work to facilitate regular business reviews (with assigned vendors) and discuss vendor performance reports, SLAs, deliverables, and compliance requirements as well as other contract expectations, relationship health and improvement plans, when necessary.

Job Responsibilities:

  • Establish quality, service, efficiency and productivity objectives. Measure performance, ensuring consistent operational performance as they relate to targets.
  • Set KPIs to manage performance. Create scorecards and dashboards to monitor performance.
  • Ensure an onsite presence to manage performance and oversee vendors’ action plans. Identify risks and opportunities by vendor.
  • Proactively propose and implement corrective measures required to adjust to changing operational needs and ensure optimal vendor agent performance.
  • Ensure that key business indicators are met and exceeded through the development of strategies focused on customer and employee satisfaction.
  • Conduct vendor reviews that include recommendations to improve business performance and enhance the vendor/Cogeco relationship.
  • Work with in-house call centre managers to align management practices in order to improve performance focus and efficiency. 
  • Work directly with Procurement to update and renew contracts.
  • Define key control processes and governance.
  • Build the Vendor Roadmap: Ramp up and down plan, classes, training, performance etc.
  • Participate in the SOW process with WFM and other groups.
  • Support Cogeco’s ultimate goal of providing excellent service to current and potential customers, ensuring that the solution meets the customers’ needs and reflects Cogeco’s best practices.

Job requirements:

 

ACADEMIC BACKGROUND

  • Bachelor’s degree or combination of equivalent education and experience

 

WORK EXPERIENCE

  • Minimum 10 years of progressive call centre experience including at least 5 years in a senior leadership role.
  • Demonstrated experience and success in a call centre environment/function an asset.
  • Proven experience directing and managing employees and external stakeholders through an organization’s rapid growth and change.

 

SPECIFIC COMPETENCIES

  • Demonstrated critical thinking and strong decision-making skills.
  • Demonstrated leadership and people management skills.
  • Demonstrated ability to lead high-performance teams.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills.
  • Demonstrated ability to influence the activities of others.
  • Effective analysis, problem-solving and decision-making skills.
  • Strong sense of ownership and initiative.
  • Comfortable with regular executive-level interactions (VP and senior manager levels).
  • Frequent travel between Montreal and Toronto. (20%)
  • Bilingualism is required.

 

Talent & Technology Together. Join us.

Diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals wishing to join our company, regardless of cultural and individual differences. We strive to build teams which reflect the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.