Position Summary

The Senior Supervisor - Vendor Performance manages vendor partnerships by overseeing contract administration, KPI performance, and operational governance, including coaching, performance reviews, and continuous improvement initiatives.

This role is based in Naperville, IL office. A regular in-office hybrid model (generally T-Th in office, M&F remote) is required, as our office environment is a key driver of our company culture and employee experience.

Responsibilities include but are not limited to:

• Own day-to-day performance management of assigned vendor partners, ensuring delivery against established SLAs and KPIs.
• Lead weekly performance reviews with vendor leadership, providing data-driven feedback and holding teams accountable to improvement plans.
• Monitor vendor performance trends and escalate risks, gaps, and opportunities to leadership with recommended actions.
• Execute and maintain vendor scorecards and reporting to track performance, productivity, and customer experience outcomes.
• Partner with Operations, WFM, QA, and Training teams to address performance gaps and support operational alignment.
• Review and validate vendor invoices to ensure alignment with contractual terms, productive hours, and staffing expectations.
• Serve as the primary operational point of contact for vendor supervisors and managers, ensuring consistent communication and expectations.
• Support implementation of process improvements and performance initiatives to drive KPI results.
• Conduct onsite visits (as needed) to evaluate performance and reinforce operational standards.
• Ability to travel internationally up to ~4 times per year (approximately once per quarter) is required.

We're Excited If This Is You

Experience and Qualifications of the Role

• 4-5+ years of experience in contact center operations, including experience supporting or managing BPO/vendor partners.
• Strong understanding of contact center KPIs and performance drivers (AHT, service level, FCR, adherence, etc.).
• Experience analyzing operational data and using insights to support performance improvement.
• Experience participating in vendor performance reviews and driving accountability to action plans.
• Familiarity with vendor billing processes and ensuring alignment with contract terms is preferred.
• Proven Strong communication skills with the ability to effectively engage with internal teams and vendor leadership.
• Demonstrated ability to solve performance issues using data, root cause analysis, and structured problem-solving

Computer Skills Needed to Perform the Job

• Proficiency in Microsoft O365
• Salesforce
• Amazon Connect
• Looker
• Verint

Education

• Bachelor's degree in business management or communications (or relevant experience)

Certificates, Licenses, Registrations

• Certified Vendor Management Professional (Preferred) or Certified Vendor Management Expert (Preferred)

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $77,120 - $115,680 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Business Acumen - Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Drive For Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Decision Quality - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.

Managing Diversity - Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities, ages and gender; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all.