Call Center Vendor Manager - Full Time (Call Center LV)

Position Description:

The Teleservices Vendor Manager plays a critical role in overseeing the daily operations and strategic alignment of Caesars Entertainments Business Process Outsourcing (BPO) partners. Serving as a primary liaison between Caesars and its external vendors this role ensures seamless collaboration operational excellence and consistent delivery of world-class customer service across all supported channels.

This leader is instrumental in shaping and enforcing standard operating procedures (SOPs) related to hiring training quality assurance performance coaching escalations incentive programs auditing invoicing and account management. The Vendor Manager drives continuous improvement and ensures that all BPO operations align with Caesars brand standards and customer experience goals. In addition to BPO oversight this role will also support cross-functional initiatives and special projects outside of BPO operations at the direction of leadership contributing to broader organizational success and personal development.

Job Functions:

Vendor Relationship Management: Serve as a primary point of contact for BPO vendors fostering strong partnerships and ensuring alignment with Caesars operational and strategic objectives.

Operational Oversight: Provide day-to-day support and direction to BPO teams ensuring adherence to SLAs KPIs and quality standards across all customer interaction channels.

Performance Leadership: Motivate and guide a high-performing team of Coaches and BPO leaders to exceed goals in sales service conversion cross-sell upsell abandonment quality assurance and other applicable standards.

New Launches & Expansion: Lead the successful launch of new BPO partners sites and lines of business ensuring smooth transitions and achievement of key performance metrics.

Tools & Enablement: Ensure BPO teams have the tools systems and resources needed to efficiently and professionally handle guest interactions including reservations technical support and in-house guest services.

Hiring & Training Support: Participate in panel interviews and training sessions to reinforce Caesars SOPs and build rapport with new hires and existing agents.

Onsite Engagement: Travel to vendor locations to conduct quarterly focus groups gather feedback and collaborate on solutions with BPO and Caesars leadership.

Cross-Functional Liaison: Act as a bridge between BPO operations and Caesars departments/properties to resolve issues promote initiatives and ensure alignment.

Performance Reviews & Goal Setting: Conduct regular one-on-one meetings with BPO Operations and Senior Managers to evaluate performance set goals and drive continuous improvement.

Data & Reporting: Establish track and communicate performance metrics swiftly resolving issues and escalating concerns to Director when necessary.

Business Reviews & Collaboration: Participate in monthly and quarterly business reviews calibration sessions customer satisfaction analysis workforce planning and synergy meetings.

Incentives & Engagement: Design and promote Caesars-sponsored incentive programs to recognize achievements boost engagement and drive performance at all levels.

Culture & Recognition: Coordinate employee appreciation events and celebrate team successes to foster a positive and motivated work environment.

Invoice Management: Reconcile and pre-approve monthly BPO invoices ensuring accuracy and compliance with contractual agreements.

Cross-Functional Initiatives:

Supports cross-functional initiatives and special projects outside of BPO operations at the direction of leadership contributing to enterprise-wide goals and strategic priorities.

Essential Requirements:

Education:

High school diploma or equivalent required; college coursework or degree preferred.

Experience:

Minimum of three (3) years of experience as a Supervisor in a Reservations or Call Center environment required.

Prior experience in vendor or people management strongly preferred.

Skills & Abilities:

Willingness and ability to travel up to 612 weeks per year including international locations.

Demonstrates a consistently friendly upbeat and professional demeanor.

Strong interpersonal and active listening skills with the ability to build rapport across diverse teams.

Proven ability to exercise sound judgment solve problems effectively and follow through on commitments.

Proficient in analyzing and interpreting financial and operational reports.

Exceptional time management and organizational skills; able to prioritize multiple tasks in a fast-paced high-volume environment.

Dependable and flexible with the ability to adapt to changing business needs and schedules.

Self-motivated and capable of working independently or collaboratively with minimal supervision.

Demonstrated ability to inspire coach and motivate teams during site visits to achieve performance goals.

Strong understanding of customer service principles and techniques with the ability to manage escalated guest interactions while maintaining a positive experience.

Composed under pressure; able to meet deadlines in high-stress situations.

Professional appearance and demeanor required.

Excellent written and verbal communication skills.

Must be able to read write speak and understand English fluently.

Must be eligible to obtain and maintain a valid Gaming License in any U.S. state as required.

Desired Skills:

Proficiency in Microsoft Office Suite with intermediate-level skills in Outlook Excel PowerPoint Teams and Word.

Familiarity with Caesars systems and tools including LMS GSW Scheduler GuestCenter ASKCaesars Genesys Cloud NICE and Caesars Rewards.

Prior experience in the gaming or hospitality industry is preferred.

Bilingual proficiency in Spanish (read write speak and understand) is a strong plus.

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities skills duties requirements efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other and/or different tasks be performed when circumstances change (e.g. emergencies changes in personnel workload or technical developments).