Related skills
workforce management salesforce vendor management nice playvox📋 Description
- Own day-to-day oversight and executive accountability for multiple vendors/BPOs.
- Design and implement Workforce Management across internal and external teams.
- Define SLA/KPI performance and run weekly and quarterly reviews.
- Manage escalation, risk, incident response, surge events, and continuity.
- Build governance around contracts, staffing commitments, and service scope changes.
- Establish planning cadence and ensure partners operate to it.
🎯 Requirements
- 5+ years in vendor/BPO operations management or partner performance leadership.
- Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation.
- Experience with forecasting, capacity planning, staffing strategies.
- Strong analytical and operational rigor; fluent with data.
- Familiarity with support tooling (Salesforce Service Cloud or similar) and partnering with Systems/Tooling to scale processes.
- Exposure to WFM platforms (NICE, Calabrio, Playvox) and translating needs into platform requirements.
🎁 Benefits
- OpenAI is an equal opportunity employer with commitment to diversity.
- Reasonable accommodations for applicants with disabilities.
- Background checks and privacy protections in compliance with laws.
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