Vendor Performance Manager (Contact Center Operations)DSI Systems • Richardson, TX, US

Vendor Performance Manager (Contact Center Operations)

DSI Systems • Richardson, TX, US

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Vendor Performance Manager (Contact Center Operations)

DSI Systems Inc., an authorized AT&T Distributor partner, has an immediate career opportunity for a skilled Vendor Performance Manager (Contact Center Operations) for our Dallas-based retail sales channel support center. You will work directly with the International Call Center Director to build and oversee the daily operations of our growing, effective, impactful retail support center. To succeed in this role, you must have excellent customer service and communication skills.

As the Vendor Performance Manager, you will supervise daily operations and personnel, aiming for superb, confident, cordial, friendly, yet professional customer service, with maximum efficiency and cost-effectiveness. Additionally, you will ensure that technology is utilized to maximize the productivity of staff and ensure that they are well-effective and productive. You are an organized, reliable, and results-driven professional with a practical mind to solve problems on the spot, and the ability to see the "big picture" and make improvements.

This is an in-office position that will report to our Richardson, Texas
International travel, 1-2 weeks per quarter
Full-time, Monday Friday 9am 5pm
On call one weekend per month

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutionsall designed to drive growth and operational efficiency.

At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of marketsincluding mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Unitsempowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities

Oversee the performance and compliance of third-party vendor partners, ensuring alignment with contractual service level agreements (SLAs) and key performance indicators (KPIs).

Develop and maintain vendor scorecards and dashboards to track performance, cost efficiency, and service quality.

Partner with internal stakeholders (e.g., Finance, Compliance, Training, Customer Experience) to support vendor-related initiatives and resolve escalations.

Lead weekly and monthly business reviews with vendor senior leadership to assess performance, address issues, and align on strategic goals.

Analyze vendor data to identify trends, risks, and opportunities for improvement, and provide actionable insights to leadership.

Manage vendor-related costs, including budget tracking, invoice validation, and cost-per-contact analysis.

Ensure vendor adherence to compliance standards, including data security, regulatory requirements, and internal policies.

Oversee, implement, and execute quality assurance (QA) programs and assessments

Maintain and improve call center operations by preparing and completing action plans; system audits and analyses; managing systems, process improvement, and quality assurance programs; evaluating and installing upgrades

Other duties and responsibilities as assigned

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Contact Center Manager • Richardson, TX, US