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Liberty · 1 day ago

Manager, Vendor & Workforce Management (Utility Contact Center))

Gainesville, GA

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Liberty is committed to sustaining energy and water for life, fostering an inclusive environment that values teamwork and continuous learning. The Manager, Vendor & Workforce Management role is responsible for optimizing contact center operations, ensuring service delivery excellence through vendor management, forecasting, and operational analytics. This position balances customer experience, reliability, and cost-effectiveness, supporting gas and electric customers across various communication channels.

EnergyRecyclingRenewable EnergySustainabilityWaste ManagementWater

Responsibilities

Serve as the primary relationship owner for all third-party vendor partners supporting the contact center

Establish and manage performance scorecards with clear SLAs, KPIs, and compliance standards aligned with regulatory requirements and internal expectations (ASA, FCR, CSAT, Quality, Safety, and Cost per Contact)

Lead structured governance routines (weekly operational reviews, monthly business reviews, quarterly performance reviews)

Ensure vendors adhere to company policies, data privacy, and customer protection protocols

Partner with Procurement, IT, and Legal to manage vendor contracts, renewals, and performance incentives

Identify improvement opportunities in call routing, digital deflection, automation, and agent enablement

Support vendor onboarding, training readiness, and technology integration for new lines of business or storm response capacity

Lead forecasting, capacity planning, and staffing models across internal and vendor sites to meet service level, regulatory, and cost targets

Oversee scheduling, real-time management, and adherence to ensure consistent coverage and performance

Collaborate with Operations, HR, and Finance to align headcount, shrinkage, and overtime budgets

Use workforce data to anticipate demand impacts due to seasonality, rate cases, weather events, or system outages

Maintain and enhance workforce systems (e.g., NICE IEX, Verint, Aspect) to improve forecast accuracy and intraday efficiency

Provide visibility to daily, weekly, and monthly performance trends and take proactive steps to optimize staffing and service delivery

Develop executive dashboards and insights to inform operational decisions and leadership storytelling

Perform root cause analysis on SLA misses or cost variances and lead resolution action plans

Drive Lean and continuous improvement principles across vendor and internal teams

Monitor operational health indicators such as occupancy, utilization, and shrinkage to improve productivity and service reliability

Partner with Quality Assurance and Training teams to ensure workforce readiness and skill alignment with evolving customer needs

Qualification

Vendor managementWorkforce analyticsPerformance scorecardsForecastingCapacity planningLean Six SigmaExcelPower BI/TableauContact center metricsCommunication skillsNegotiation skillsStrategic thinking

Required

Bachelor's degree in Business, Operations, or a related field (or equivalent experience)

5+ years of experience in a large-scale utility or regulated industry contact center environment

Proven experience managing outsourced vendor relationships and workforce operations

Strong analytical and technical skills, including proficiency in Excel, Power BI/Tableau, and WFM platforms

Understanding of contact center metrics and their impact on regulatory compliance, affordability, and reliability

Excellent communication and negotiation skills with ability to influence cross-functionally

Demonstrated success implementing governance frameworks and process standardization across multiple locations

This position requires travel to locations in the United States and occasionally to the head office in Canada. A valid passport is required for international travel