Role Overview:

The Vendor Cost Manager is pivotal in managing outsourced service operations and ensuring exceptional customer experiences. This role requires extensive experience in contact center management, vendor relations, and a deep understanding of customer service metrics and processes, especially contractual obligations and cost.

You’ll ensure that our vendors are meeting their contractual obligations, billing McAfee correctly, and reconciling invoices in addition to some project management tasks. Your ability to drive positive change, foster engagement, and deliver outstanding results will be key to your success.

This is a remote position; however you may be required to be onsite at our Frisco, TX office on as-needed basis. We will only consider candidates who are a commutable distance to Frisco or Dallas and are not offering relocation assistance at this time.

About the role: 

Ensure CSPs fully understand their contractual obligations and how these requirements support business objectives

Monitor BPOs’ performance against KPIs, including associated bonuses or penalties, and evaluate their performance metrics and targets

Execute the CSG Governance Model with BPOs, providing input and participating in Monthly and Quarterly Business Reviews (MBRs/QBRs) or any updated VMO Governance model requirements, to ensure results-focused and performance-oriented sessions

Collaborate closely with cross-functional teams, particularly the Finance Group to develop and implement continuous performance improvement strategies for customer satisfaction, retention, and revenue

Create the McAfee Cost Management tool in Microsoft Excel which adequately tracks costs by vendor and site, LOB, or any other necessary parameter, as well as any penalty or bonus implications

Track actual vs. budgeted spend on a weekly and monthly basis; coordinate and analyze all related financial data as appropriate

Host joint weekly meetings with VMO and WFM or other necessary stakeholders to review cost tracking and any modifications to plan that need to be made

Provide invoice review of all vendors submitting for payment and ensure they are in line with the CSG Cost Tracker

Provide the CSG Vice President, with the necessary pre-approval for any invoices, prior to them being approved in the AP system

Manage all assignments towards achieving and complying with assigned COPC standards and requirements

About you: 

Strong understanding of outsourced service operations, pricing models, and BPO relationship management to deliver excellent customer experiences for McAfee

7+ years (we’d love more!) of experience in contact center management, with at least 3 years in vendor management

COPC Outsourced Operations Leader or Customer Experience Performance Leader certification is a plus

Proficient in VMO cost containment processes with a proven ability to execute them effectively

Strong proficiency in MS Excel (able to create cost trackers, pivot tables, etc.)

Multilingual skills (Spanish) are a plus

Extensive knowledge of the cost containment process and how to ensure CSG possesses cost containment processes that are best in class

Extensive knowledge of managing both human-assisted and digital customer channels

Deep analytical understanding of contact center metrics, enabling data-driven decision-making and problem-solving

Skilled in building relationships and collaborating to drive positive and effective change.

Strong critical thinking and analytical skills

Understand the impact of implemented changes and upgrades

Demonstrated ability to work independently with a strong sense of ownership

Ability to collaborate with different business units across various time zones and countries

Ability to interpret and understand operational reports

Project management capability

Team player who develops strong relationships, influences stakeholders, and drives cross-functional alignment to achieve strategic objectives.

#LI

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

Bonus ProgramPension and Retirement PlansMedical, Dental and Vision CoveragePaid Time OffPaid Parental LeaveSupport for Community Involvement

We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.