Top Benefits
About the role
Call Centre Vendor Manager
Join our Team
It’s an exciting time to be a part of the RFNOW team as we build out fiber networks to deliver high-speed internet connectivity and telecommunications services to customers in Manitoba and Saskatchewan. If you excel in a high-energy and high-performance culture where opportunities to learn, innovate and deliver happen every day, and where you have a voice in the strategies and tactics that drive the operations of the organization, then we want to talk to you!
The Call Centre Vendor Manager is responsible for managing outsourced call center operations to ensure the highest levels of customer satisfaction, performance efficiency, and compliance with service level agreements (SLAs). This role serves as the primary liaison between the telecom company and its call center vendors, ensuring alignment with strategic business goals, cost management, and continuous performance improvement.
General Responsibilities:
- Vendor Relationship Management
o Establish and maintain strong relationships with all third-party call center vendors.
o Serve as the main point of contact for all vendor-related communications.
o Conduct regular performance reviews and business updates with vendors.
- Performance Monitoring & Optimization
o Track and analyze key performance indicators (KPIs) – ex. AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), NPS (Net Promoter Score), and SLA adherence.
o Drive continuous improvement through action plans and root cause analysis for underperformance.
- Contract and Compliance Management
o Oversee vendor contracts, ensuring terms and conditions are met.
o Ensure all vendor operations comply with legal, regulatory, and internal telecom policies (ex., data privacy, quality standards).
- Budget and Cost Control
o Monitor and manage call center budgets.
o Identify opportunities for cost optimization without compromising service quality.
- Quality Assurance & Training
o Coordinate with internal quality teams to implement training and quality assurance programs.
o Ensure vendor staff are adequately trained on telecom products, services, tools, and brand standards.
- Reporting & Stakeholder Communication
o Generate and present weekly/monthly performance reports to internal stakeholders.
o Provide data-driven insights to support business decisions and strategic planning.
Qualifications & Experience:
- Bachelor's degree in Business Administration, Communications, or related field (MBA preferred).
- 5+ years of experience in call center operations, vendor management, or telecom customer service.
- Experience managing BPO/outsourced call center operations, preferably in the telecom sector.
- Strong analytical skills and experience with performance management tools (ex., Tableau, Excel, Power BI).
- Excellent communication, negotiation, and stakeholder management skills.
- Understanding of telecom services, regulatory requirements, and customer experience best practices.
- Knowledge of CRM systems (ex., Salesforce, Zendesk, Genesys).
- Familiarity with workforce management (WFM) and IVR systems.
- Project management certification (ex., PMP) is a plus.
Work Conditions
- Ideally located in southern Manitoba or southeastern Saskatchewan, this is a hybrid role, with the ability to attend our call-centre location in Brandon, MB, as required.
- Manual dexterity is required to use the desktop computer and peripherals.
- Overtime as required.
RFNOW Inc. offers competitive salary packages, an incredible work environment, and career advancement opportunities.
If interested, please apply online at www.rfnow.com/careers .
RFNOW Inc. is an equal opportunity employer. We welcome applications from people from all backgrounds and capabilities. Applicants are welcome to request necessary accommodations throughout our employment process.
About RFNOW Inc.
RFNOW Inc. is a successful, dynamic organization with opportunities to grow and specialize in a number of areas within the field of technology and construction including broadband wireless communication, fibre optics, network architecture/maintenance, directional drilling, cable plowing, line locating, tower building, residential and commercial service connections, and heavy equipment operation and maintenance. Learn more at www.rfnow.com
Top Benefits
About the role
Call Centre Vendor Manager
Join our Team
It’s an exciting time to be a part of the RFNOW team as we build out fiber networks to deliver high-speed internet connectivity and telecommunications services to customers in Manitoba and Saskatchewan. If you excel in a high-energy and high-performance culture where opportunities to learn, innovate and deliver happen every day, and where you have a voice in the strategies and tactics that drive the operations of the organization, then we want to talk to you!
The Call Centre Vendor Manager is responsible for managing outsourced call center operations to ensure the highest levels of customer satisfaction, performance efficiency, and compliance with service level agreements (SLAs). This role serves as the primary liaison between the telecom company and its call center vendors, ensuring alignment with strategic business goals, cost management, and continuous performance improvement.
General Responsibilities:
- Vendor Relationship Management
o Establish and maintain strong relationships with all third-party call center vendors.
o Serve as the main point of contact for all vendor-related communications.
o Conduct regular performance reviews and business updates with vendors.
- Performance Monitoring & Optimization
o Track and analyze key performance indicators (KPIs) – ex. AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), NPS (Net Promoter Score), and SLA adherence.
o Drive continuous improvement through action plans and root cause analysis for underperformance.
- Contract and Compliance Management
o Oversee vendor contracts, ensuring terms and conditions are met.
o Ensure all vendor operations comply with legal, regulatory, and internal telecom policies (ex., data privacy, quality standards).
- Budget and Cost Control
o Monitor and manage call center budgets.
o Identify opportunities for cost optimization without compromising service quality.
- Quality Assurance & Training
o Coordinate with internal quality teams to implement training and quality assurance programs.
o Ensure vendor staff are adequately trained on telecom products, services, tools, and brand standards.
- Reporting & Stakeholder Communication
o Generate and present weekly/monthly performance reports to internal stakeholders.
o Provide data-driven insights to support business decisions and strategic planning.
Qualifications & Experience:
- Bachelor's degree in Business Administration, Communications, or related field (MBA preferred).
- 5+ years of experience in call center operations, vendor management, or telecom customer service.
- Experience managing BPO/outsourced call center operations, preferably in the telecom sector.
- Strong analytical skills and experience with performance management tools (ex., Tableau, Excel, Power BI).
- Excellent communication, negotiation, and stakeholder management skills.
- Understanding of telecom services, regulatory requirements, and customer experience best practices.
- Knowledge of CRM systems (ex., Salesforce, Zendesk, Genesys).
- Familiarity with workforce management (WFM) and IVR systems.
- Project management certification (ex., PMP) is a plus.
Work Conditions
- Ideally located in southern Manitoba or southeastern Saskatchewan, this is a hybrid role, with the ability to attend our call-centre location in Brandon, MB, as required.
- Manual dexterity is required to use the desktop computer and peripherals.
- Overtime as required.
RFNOW Inc. offers competitive salary packages, an incredible work environment, and career advancement opportunities.
If interested, please apply online at www.rfnow.com/careers .
RFNOW Inc. is an equal opportunity employer. We welcome applications from people from all backgrounds and capabilities. Applicants are welcome to request necessary accommodations throughout our employment process.
About RFNOW Inc.
RFNOW Inc. is a successful, dynamic organization with opportunities to grow and specialize in a number of areas within the field of technology and construction including broadband wireless communication, fibre optics, network architecture/maintenance, directional drilling, cable plowing, line locating, tower building, residential and commercial service connections, and heavy equipment operation and maintenance. Learn more at www.rfnow.com