Senior Supervisor - Vendor Performance

Position Summary

The Senior Supervisor - Vendor Performance manages vendor partnerships by overseeing contract administration, KPI performance, and operational governance, including coaching, performance reviews, and continuous improvement initiatives. This role is based in Naperville, IL office. A regular in-office hybrid model (generally T-Th in office, M&F remote) is required.

Responsibilities

• Own day-to-day performance management of assigned vendor partners, ensuring delivery against established SLAs and KPIs.
• Lead weekly performance reviews with vendor leadership, providing data-driven feedback and holding teams accountable to improvement plans.
• Monitor vendor performance trends and escalate risks, gaps, and opportunities to leadership with recommended actions.
• Execute and maintain vendor scorecards and reporting to track performance, productivity, and customer experience outcomes.
• Partner with Operations, WFM, QA, and Training teams to address performance gaps and support operational alignment.
• Review and validate vendor invoices to ensure alignment with contractual terms, productive hours, and staffing expectations.
• Serve as the primary operational point of contact for vendor supervisors and managers, ensuring consistent communication and expectations.
• Support implementation of process improvements and performance initiatives to drive KPI results.
• Conduct onsite visits (as needed) to evaluate performance and reinforce operational standards.
• Ability to travel internationally up to ~4 times per year (approximately once per quarter) is required.

Experience and Qualifications

• 4-5+ years of experience in contact center operations, including experience supporting or managing BPO/vendor partners.
• Strong understanding of contact center KPIs and performance drivers (AHT, service level, FCR, adherence, etc.).
• Experience analyzing operational data and using insights to support performance improvement.
• Experience participating in vendor performance reviews and driving accountability to action plans.
• Familiarity with vendor billing processes and ensuring alignment with contract terms is preferred.
• Proven strong communication skills with the ability to effectively engage with internal teams and vendor leadership.
• Demonstrated ability to solve performance issues using data, root cause analysis, and structured problem-solving.

Education

• Bachelor’s degree in business management or communications (or relevant experience).

Computer Skills

• Proficiency in Microsoft O365.
• Experience with Salesforce.
• Experience with Amazon Connect.
• Experience with Looker.
• Experience with Verint.

Benefits

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.