Welcome to a team of caring and passionate people who work each day to meet the needs of our members and clients. At Health Benefits (a subsidiary of Health Care Service Corporation), you will be part of an organization committed to offering custom services to self-funded health benefits plans that manage costs – without compromising benefits – by offering innovative solutions, flexibility, transparency and customer support. This is an exciting time to join our team and enhance our culture that emphasizes caring, diversity and inclusion, mutual respect, collaboration and service to our communities.

Summary: The Call Center Vendor Manager role strategically leads, measures and manages our partnership with critical vended service provider(s) to ensure consistent delivery of an exceptional customer experience. This role will manage the BPO relationship and operations, contracting and implementing strategies to ensure vendor(s) are meeting/exceeding business expectations and that contractual obligations and metrics and measures are met.

This role will act as the point of contact and will facilitate and build consensus across all stakeholders. This position requires an operationally minded strategic thinker with strong vendor management experience to drive efficiencies while improving performance.

Key Accountabilities:

• Manage vendor contracts and negotiate renewals/changes as needed.
• Collaborate with vendors to ensure alignment with organization’s strategies, policies, processes and procedures.
• Act as the primary point of contact for vendor-related issues and escalations and ensures they are resolved in a timely manner.
• Oversee vendor performance, proactively detecting actual and potential risks and trends.
• Reviews and analyzes vendor metrics, holds vendors accountable to agreed-upon contractual standards and obligations.
• Presents analyses, reporting and corrective actions needed on vendor’s performance gaps.
• Effectively collaborate with stakeholders, communicating with both internal and internal partners to implement solutions to ensure and maintain consistently high standards.
• Utilizes reporting and metrics to manage vendor’s performance. Ensures reports are accurate.
• Ensures vendor(s) are meeting security requirements and maintains contingency plans.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree in Business, Marketing or another related field.
• 5-7 years of experience in a vendor management role.
• Experience building and managing relationships with onshore and nearshore operations preferred.
• Exceptional written and verbal communication skills.
• Ability to review, organize and present data to support decision making
• Must be detail oriented with strong organizational and follow up skills
• Ability to work in a fast-paced environment and manage multiple priorities with tight deadlines.
• Knowledge of customer service vendor management best practices
• Demonstrated ability to think and plan strategically
• Strong analytical skills to understand data, recognize issues and establish priorities
• Ability to operate in a global environment without direct reporting responsibility/authority
• Demonstrated ability to build and maintain effective internal and external partnerships
• Problem solving abilities at both strategic and operational levels
• Ability to travel internationally if needed.
• Prior experience in a customer service leadership role preferred.
• Health insurance experience a plus.

At Health Benefits, you will be part of an organization committed to offering meaningful benefits to our associates to support their life outside of work. From health and wellness benefits, 401(k) savings plan, a minimum of 15 days of paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, new parent paid leave, tuition reimbursement, plus other incentives, we offer a robust total rewards package for full-time associates.

The compensation range for this position is between $64,455.00 and $121,027.00. The salary offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.

Required Skills

Required Experience

• Forklift Training
• Able to read, write, and communicate in English
• Basic computer skills
• Safety Awareness
• Ability to work in enclosed or narrow spaces
• Regulations may prohibit an employee from performing some of these duties consecutively without a change of clothes and sanitized gloves.

OSI Industries is an Equal Employment Opportunity employer that believes everyone has the right to be treated with dignity and respect. OSI  does not discriminate on the basis of national origin, gender, race, color, religion, pregnancy, gender identity, sexual orientation, protected veteran status, disability, or any other characteristic protected by applicable law.  All applicants will receive consideration for employment based on merit, qualifications and business needs. OSI participates in the E-Verify program.