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Vendor Relations Manager


AZ, Phoenix

Job type:


Job Description

Can be located in Phoenix, Houston, or Tulsa.

The Vendor Relations Manager (VRM) oversees external relationships with our multiple BPO vendors who currently perform Inbound/Outbound Contact Center duties for our Energy customers. The VRM will specialize in the delivery of transactional telesales, demand generation, vendor management and collections related services. As part of this team, this position will work directly with the Senior Manager for Care Vended Mgmt, achieving the financial and operational goals for the Department. In addition, The VRM will be responsible for the oversight and management of external vendor contracts.  The VRM will be responsible for the overall outbound collections department management, goal establishment, and achievement/reporting for vendor and in-house teams. This position demands a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment.  The VRM will provide direction and leadership to direct reports, assigned staff, and external vendor relationships with an emphasis on meeting sales goals


This role is ideal for candidates with strong leadership, employee development, and sales skills with a knack for meeting and exceeding sales, retention & collections goals. The ideal candidate will possess extensive experience in an outbound contact center environment, strategic leadership, business acumen, and have proven experience with managing and developing an outbound workforce.

A combination of having sales leadership experience and a proactive personality makes you an ideal candidate for this exciting opportunity!

  • 5+ years of related sales management within a contact center or fast-moving sales environment
  • Experience working with/within a BPO vendor is highly preferred
  • Knowledge of industry tools (dialers) and best practices to rapidly and independently put in place
  • Excellent people management and strong communication skills (verbal & written) including excellent telephone skills and presentation skills
  • Ability to work toward goal achievement using negotiation, teamwork/collaboration, motivation, and time/work prioritization
  • Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions
  • Ability to establish an individual course of action to accomplish goals while using appropriate resources
  • Work well under pressure
  • Self-driven
  • Must have proficiency in a variety of industry specific software applications, including Microsoft Office and industry specific applications  
  • Understanding of outbound call management
  • Understanding of collections processes
  • Understanding of how to define, track and improve performance metrics
  • Good business acumen, showing evidence of ability to make sound business decisions



BA degree in business or related field preferred, 


  • Under minimal supervision, oversee relationship with external vendors by performing analysis of their multiple job functions
  • Develop and implement process improvement solutions related to business need
  • Ensure service delivery by working closely with corporate headquarters, local management team and external vendors
  • Develop, forecast, and deliver weekly/monthly site results reports; Reports include: key metrics, stack ranking of agents and site comparisons
  • Develop and implement processes to increase performance
  • Ensure vendor service level agreements are being met and vendor performance aligns with strategic goals and priorities
  • Track and report on results by individual and by team
  • Assess outsourcing opportunities and assist in the creation of the strategy and execution of outsourced work
  • Works with corporate, local management and vendors on data analyses
  • Design and implement an ongoing communication process between vendor and corporate team
  • Lead ongoing training program to include call monitoring and agent specific coaching
  • Work with corporate and local management to assess internal capabilities of integrating vendor’s services in-house  
  • Recommend project specific changes in an approach to enhance production
  • Responsible for the weekly, monthly and annual goals of vendor contracts 

The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability