Vendor Manager (Call Center)

Zoosk Inc.
San Francisco
Sep 12, 2013
Oct 12, 2013
Jimi Alfaro
Full Time
Vendor Manager

Zoosk is seeking an energetic leader to manage quality and the level of service received from vendors supporting our User Operations team. The Vendor Manager is a key leadership role and includes working with vendors to manage all customer support communication and content moderation, and drive quality and performance measured through reporting and metrics. Must ensure service levels are met, quality objectives are achieved, and costs are effectively managed. Leadership and a drive for continuous process improvement will be essential for a successful candidate.

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- Drive daily delivery of performance objectives and manage established KPIs for vendors; create action plans for increasing performance as needed
- Research, develop and implement program optimization initiatives
- Assist in improving program performance through continuous evaluation and refinement of processes and technology; identify opportunities to increase contact center efficiencies and implement key best practices
- Develop a mutually beneficial relationship with multiple outsourced partners
- Responsible for timely reporting of all required metrics; validate accuracy and compliance with all contract stipulations
- Review vendor staffing plans and ensure vendor is preparing/planning effectively to meet service levels for tasks
- Handle escalated consumer inquiries as needed or required
- Timely alert management to contact center issues and outages
- Travel to service delivery locations for product/process training, performance audits, business reviews, and to ensure quality performance
- Manage vendors to monthly and quarterly budget targets


- Commitment to excellence
- 5+ years contact center management experience with significant vendor management and or Business Process Outsourcing (BPO) experience.
- Undergraduate degree or equivalent required.
- Ability to travel domestically and internationally approximately 25-50%
- Ability to influence
- Must be self-motivated and driven
- Strong analytical skills, negotiating experience and effective vendor / client collaboration skills.
- Start-up, technology, and contact center experience strongly preferred
- Strong communication skills, both written and oral
- Strong interpersonal skills and relationship building skills required; ability to resolve conflicts.
- Strong contact center management skills (technology, training, recruiting, etc.)

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