Contact Center Vendor Manager

POSITION OVERVIEWMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.We are seeking a Contact Center Vendor Manager to join our team! In this role, you will support the Vendor Management department within Asset Services by handling a variety of clerical and data entry tasks. Your responsibilities will focus on vendor onboarding, compliance, account management, smart home installations, and other vendor communications and project initiatives.Key duties include data entry, data auditing, creating and updating work orders, communicating with vendors, setting up vendor accounts, liaising with permitting authorities, and interacting with vendor representatives. Additionally, you will ensure data sources are accurate and up to date while contributing to the preparation and distribution of internal reports.This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.POSITION RESPONSIBILITIESKey Responsibilities:Assists in certificate of insurance management- recording and entering data into the system, contacting vendors and insurance carriers to receive updated insurance information, reporting on vendors' insurance complianceCollects vendor documentation and enters information in associated system(s) with accuracy, and within SLAReviews vendor qualifications on onboarding documentation and insurance to determine if they meet onboarding and vendor management qualification against procedures and corporate guidelinesCreates and maintains vendor profiles and records in internal management systems and foldersVerifies vendor credentials and market requirementsCreates vendor contracts utilizing standard templates, according to procedureSchedules vendor training sessions for systems, procedures, onboarding, retraining, etc.Distributes vendor-facing documentation, emails, training materials, and other pertinent documents for vendors on behalf of Sylvan RoadCreates and sends vendor performance feedback from templates and internal systemsMaintains contact information for all active vendorsGathers details and performs administrative functions for vendor-related project workCoordinates vendor communication and training for new projects and technology releasesCommunicates policy updates to vendors, as neededUpdates vendors on changes in the procedures, guidelines, requirements, or other business objectivesMay assist vendors in minor troubleshooting issues with internal systems or processesPrepares reports on vendor compliance statusesFacilitates internal and external vendor feedback surveys to capture operational insightsPerforms research of disputes and other concerns related to vendors and internal and external customersAdditional responsibilities may be assigned as needed.CANDIDATE QUALIFICATIONSWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:Associates Degree or EquivalentPrevious experience working with company software systems.Previous experience with data entry work.Vendor Onboarding or Vendor Management ExperiencePrior experience using a work order management systemAbility to use Microsoft Office and Google Suites, especially Microsoft ExcelProven ability to multi-taskStrong verbal and written communicationAbility to thrive in a fast paced, high growth 'start up' mentality environmentMust be flexible and adaptable with the ability to pivot as neededAbility to meet tight deadlines and thrive under pressure; commitment to results and solution-orientedAbility to work with a high level of autonomy in a virtual setting with the ability to consistently meet goals and SLAsAbility to work on numerous high-priority initiatives with limited supervisionDemonstrated ability gathering and interpreting data, compiling management and external-facing reports, recommending program enhancements, modifications and new initiatives based on business needCOMPENSATION DETAILSWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.PHYSICAL REQUIREMENTSThis job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.CONDITIONS OF EMPLOYMENTAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.Must be willing to submit to drug screening. Job offers are contingent on drug screening results.REASONABLE ACCOMMODATIONConsistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.EQUAL OPPORTUNITY EMPLOYERAt MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.MCI will not tolerate discrimination or harassment based on any of these characteristics.We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.ABOUT MCI (PARENT COMPANY)MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua,EastWest BPO, TeleTechnology, and Vinculum.
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