• Serve as the primary operational and strategic point of contact for all assigned contact center vendors • Build and maintain strong relationships with vendor leadership and site operations to foster partnership, alignment, and trust • Lead recurring vendor governance routines, including weekly tactical reviews, monthly performance meetings, and quarterly business reviews (QBRs) • Act as an escalation point for performance, staffing, or compliance issues, ensuring prompt resolution and communication • Monitor and analyze vendor KPIs (SLAs, AHT, Quality, CSAT/NPS, Attrition, Absenteeism, Utilization, and Schedule Adherence) • Identify trends, root causes, and actionable insights to drive improvement in performance and cost efficiency • Partner with Workforce Management to ensure accurate staffing forecasts, scheduling alignment, and capacity planning with vendor teams • Ensure timely and accurate reporting from all vendors; develop and distribute consolidated performance scorecards and insights to leadership • Develop and manage vendor success plans focused on quality, efficiency, and employee engagement outcomes • Collaborate with internal QA, Training, and Operations to align standards, onboarding processes, and coaching practices across vendors • Drive cost optimization initiatives through efficiency improvements, automation opportunities, and process simplification • Support the design and rollout of new vendor programs, pilots, or expansions (onshore, nearshore, or offshore) • Partner with Procurement and Finance to ensure contract compliance, accurate billing, and value realization.