Location: On site 5 days a week in Orange, CT; Boston, MA; Rochester, NY; or Binghamton, NY.

The base salary range for this position is dependent upon experience and location, ranging from:

• $121,920 to $152,400 in Boston, MA
• $116,640 to $145,800 in Orange, CT
• $106,000 to $132,500 in Binghamton & Rochester, NY

What We Offer:

• Competitive benefits and growth opportunities
• Generous performance‑based bonuses
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement
• Professional development and clear career advancement pathways

For more information please visit: Benefits - Avangrid

Job Summary

Maintain strategic partnerships with contact center outsource vendors to ensure operational effectiveness, achievement of key performance metrics, and an improved customer experience. Manage relationship with Avangrid Networks contact center outsource vendors including performance management and contract compliance. Requires close partnerships with business users, vendors, and IT in various geographic locations. Requires management of team employees across the Avangrid networks. Provides leadership and development to team of Analysts across multiple operating companies.

Key Responsibilities

• Coordinate, monitor, and oversee customer service outsource vendor performance for Avangrid Networks Customer Care organization.
• Develop partnerships with key stakeholders at outsource vendor locations; identify and address opportunities for process improvements designed to improve key performance metrics and meet business objectives.
• Lead a team of vendor analysts across multiple operating companies to ensure day-to-day vendor performance is met or exceeded.
• Build strong partnerships with the Customer Care Workforce Management and Quality Assurance Teams to assist with supporting vendor performance.
• Coordinate, monitor, and oversee customer service outsource vendor performance for Avangrid Networks Customer Care organization.
• Review outsourced vendor metrics against service level agreements (SLAs) and track any applicable penalties or incentives.
• Oversee development of requirements for Requests for Proposals (RFPs) and contracts for oursource vendors.
• Work with key stakeholders to ensure that business requirements are included in any proposed enhancements to outsourced contact center vendor solutions.
• Maintain professional and technical knowledge by tracking emerging trends in contact center operations, benchmarking with other companies, and attending necessary training.
• Lead or participate in projects to implement new outsource centers.

Required Qualifications

• Bachelor’s Degree with a minimum of 8 years of relevant experience.
• Strong analytical skills with ability to use Microsoft Office applications (Word, Excel, PowerPoint).
• Excellent oral and written communications skills
• Must be self-directed, have demonstrated initiative, and a track record of driving continuous improvement in a customer service environment.
• Previous experience working with call center technology tools (Routing technology / quality assurance / systems and reporting)
• Understanding of contractual service level agreements and key performance indicators
• Must be able to travel to various outsource vendor locations, including international travel

Preferred Qualifications

• Ability to build consensus among multiple stakeholders
• Experience in managing outsource vendors.

Competencies

• Growth & Continuous Improvement
• Initiative & Change
• Focused on Results
• Customer Centric (internal and/or external)
• Communication
• Collaboration
• Leadership (people managers/leaders)

#LI-OFFICE

#LI-ER1

Company:

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com.

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions.  This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.

Job Posting End Date: