Manager, Vendor & Workforce Management (Utility Contact Center)

Job description

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team. At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it. Purpose: This role is accountable for optimizing the performance of both internal and outsourced contact center operations serving gas and electric customers. This role ensures service delivery excellence through effective vendor governance, forecasting, staffing optimization, and operational analytics. The position drives the balance between customer experience, reliability, and cost to serve—ensuring that customers are supported 365/24/7 across voice, chat, and digital channels. #LI-Hybrid Accountabilities: - Serve as the primary relationship owner for all third-party vendor partners supporting the contact center. - Establish and manage performance scoreca...