WEX

Vendor Management Analyst

WEX

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $52,000 - $67,100 per year

Job Level

Junior

About the role

  • 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.

Requirements

  • Bachelor’s degree in Business, Operations Management, or a related field (or equivalent experience)
  • Strong understanding of contact center metrics, workforce management, and performance optimization
  • Proven experience managing third-party vendor relationships in a high-volume customer service environment
  • Excellent analytical, problem-solving, and communication skills
  • Ability to influence cross-functional partners and external stakeholders effectively.
Benefits
  • health, dental and vision insurances
  • retirement savings plan
  • paid time off
  • health savings account
  • flexible spending accounts
  • life insurance
  • disability insurance
  • tuition reimbursement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
vendor managementperformance optimizationdata analysisKPI monitoringcapacity planningcost optimizationreportingprocess simplificationstaffing forecastscompliance management
Soft Skills
relationship buildingcommunicationanalytical thinkingproblem-solvinginfluencingcollaborationleadershiptrust buildingcoachingstrategic thinking
Certifications
Bachelor’s degree in BusinessBachelor’s degree in Operations Management