Altice USA Hiring for Director Partner Management () at Bethpage, NY  Full Time

The Director Vendor Management owns the relationship with established vendors in the Care space and has a deep knowledge of the contracts in parallel to the organizations processes. The Director ensures vendor performance is meeting contractual requirements, following up with vendor when performance is not met with appropriate remedy plans on improvement. In addition to providing oversight to ensure vendor resources are in place, partnering with the AUSA WFM Team, the Director collaborates cross-functionally to understand and optimize process for Care projects and initiatives as well as working with internal partners to validate or update KPIs and metrics.

* Identify key metrics and levers, monitoring results against goals via vendor scorecard, ensuring the appropriate action plans/glide paths are in place timely and monitored regularly
* Be knowledgeable with current SOW’s and Amendments that are currently in place, and provide recommendations for needed changes
* In partnership with Training, Workforce, CX, and AUSA PMO optimize vendor onboarding process focusing on ensuring readiness day one with a focus on customer experience
* Create synergy across the care vendor relationships and provide input on opportunities to consolidate, grow or re-think vendor options
* Manage internal resources to support the vendor relationship, specifically Managers and Supervisors within the BPO Care Organization
* Provides strategic leadership on vendor management best practices
* Participates in developing and cascading goals to partners, ensuring alignment with overall strategy
* Build long term vendor relationships to deliver and improve the customer experience, and vendor performance
* Demonstrated advanced understanding of industry standards and best practices
* Champion for Change
* Lead quarterly and annual business reviews comprised of Altice and BPO strategic leadership teams
* Build positive relationships with internal support groups and provide feedback as appropriate on processes and procedures impacting customers or outsource partners
* Participate in capacity planning process to ensure outsource partners are staffed to plan and handling their business in line with stated assumptions.
* Responsible for the management of both internal and external (vendor) teams and providing leadership in a national, 24/7 operations model.
* Commitment to continuous improvement related to Customer Experience, as well as partner relationships

* Bachelor’s degree; equivalent years of work experience may be considered
* Minimum of ten years experience in Call Center Management including strong operational expertise
* Minimum five years’ experience managing BPO’s preferred.
* Solid outsourced Contact Center or BPO management experience with inbound, outbound, chat and email
* Experience with evaluation and leadership of off-shore operations
* Ability to travel up to 50% of the time and successfully lead and inspire a virtual workforce (Travel to include International locations)
* Proven leadership skills and people management skills derived from having direct and indirect responsibility for building and managing cohesive, high-performing teams
* A strong collaborator and influencer in cross functional and interdependent teams
* Demonstrated professional oral and written communication skills with a strong ability to lead, partner and influence across the internal organization and with partners.
* Ability to work in a fast-paced environment, under pressure of tight deadlines
* Demonstrated ability to manage and prioritize multiple projects at a time
* Challenges the status quo to identify areas for improvement, efficiency, and effectiveness