Job Description

Brightspeed is looking for a Contact Center Contract Expense Manager to join our team! The Contact Center Contract Expense Manager will be responsible for overseeing the tracking of profit and loss within the contact centers as well as the contractual aspects of vendor relationships. This role involves managing vendor expenses, ensuring adherence to contract terms, and developing performance indicators to evaluate cost efficiency and value creation across various contact center functions including sales, customer care, and repair.

As A Contact Center Contract Expense Manager, Your Responsibilities will include:

Vendor Expense Management and Governance:
Manage and monitor vendor expenses, ensuring accuracy and compliance with contractual terms. Perform monthly reconciliations to validate expenses against budgeted allocations and contractual agreements. Establish quarterly governance reviews with Brightspeed contact center leadership and vendor management,.

Ensuring Contract Adherence:
Oversee and ensure that all vendor agreements are adhered to, identifying and addressing any deviations from the contract terms. Work closely with vendors to resolve any disputes or issues related to contract compliance.

Key Performance Indicators (KPIs) Design and Maintenance:
Develop, implement, and maintain KPIs to measure the cost of serving customers and to highlight value creation in various contact center functions. These KPIs will help in assessing the performance and efficiency of sales, care, and repair teams.

Cost Control and Reduction Initiatives:
Identify opportunities for cost reduction and efficiency improvements within vendor services. Implement and track cost-saving initiatives to achieve financial targets.

Budget Forecasting and Planning:
Collaborate with finance teams to forecast vendor-related expenses and assist in the annual budgeting process. Provide insights and recommendations based on historical data and trends.

Compliance and Risk Management: Ensure all vendor activities comply with internal policies and external regulations. Identify and mitigate risks associated with vendor contracts and expenses.

Performance Reporting: Generate detailed reports on vendor performance, expense trends, and KPI metrics. Present findings and recommendations to senior management for informed decision-making.

Cross-Functional Collaboration: Work closely with cross-functional teams, including finance, operations, and IT, to support contact center initiatives and drive operational excellence.

May perform other duties as assigned

Qualifications

** What It Takes To Catch Our Eye:**

• Bachelor’s degree or equivalent education and work experience.
• 6+ years related experience (call center management experience preferred)
• Knowledge of call center operations, including performance management, training, script development, staffing, compensation, quality assurance and launching new sites preferred
• Knowledge of systems and call routing, IVR technology, performance-based routing and order management preferred
• Vendor management experience.
• Strong analytical skills.
• Working knowledge and experience with contracts and contract negotiations.
• Demonstrated ability to work independently and remain motivated.
• Strong verbal and written communication skills to include preparing of presentations and delivery of monthly and quarterly reviews.
• Working knowledge of computers and Microsoft office suite of services (Outlook, Excel, Word, PowerPoint etc…)

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Additional Information

WHY JOIN US?

** We aspire to contemporary ways of working.**

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

** We offer competitive compensation and comprehensive benefits.**

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice