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Vendor Operations Manager

7.00 to 10.00 Years   Kolkata   25 Nov, 2019
EXPERIAN SERVICES INDIA PVT LTD
Job LocationKolkata
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

We are searching for a Vendor Operations Manager to join our North America Contact Center (MCE) team. The purpose of the Vendor Operations Manager role is to serve as the tactical interface for our outsourced contact center partners across all contact types supported. Our outsourced partners are expected to be in sync with internal teams from an operational excellence, customer experience, and productivity standpoint, rapidly changing pace as necessary in our dynamic business environment

Essential Duties Responsibilities

  • Primary operational point of contact for the outsourced partner teams; funnel information back and forth between internal team leaders and outsourced partner operational leaders
  • Manage performance of outsourced partners against key contact center operational KPIs, ensuring that partners consistently meet or exceed performance objectives
  • Jointly deliver a strategic road map for Vendor Management and relevant vendor partnerships, to deliver cost savings and added value to solutions
  • Establish regular governance meetings with vendors in line with the defined governance framework
  • Focus on building relationships with vendors, to drive partnership. Engage key stakeholders in vendor relationships and act as the point of escalation where necessary
  • Manage and report on vendor performance to SLA s and quality of service, drawing out themes/trends and identifying opportunities for improvements
  • Drive continuous improvement innovation with vendors, tracking benefits realization
  • Identify opportunities to reduce vendor spend and increase vendor quality and efficiency
  • In addition to the vendor management role, assist in other areas of contact center operations delivery and management as directed by the MCE operations leader

    • Ideally, we are looking for candidates with the following attributes:

  • Strong working knowledge of omni channel contact center operations in a supervisory or managerial capacity
  • Strong understanding of contact center KPIs and key levers for performance measurement and improvement
  • Demonstrated ability to manage remote teams, and drive accountability for business results
  • Detail oriented with good analytical skills, organizational skills and basic financial acumen
  • Strong relationship management collaboration skills
  • Is delivery oriented, self-managing, goal oriented and works well in matrix teams
  • Demonstrated ability to mediate conflict / issue resolution with ability to identify alternative solutions
  • Lean six sigma certification/experience, while not necessary, is highly desired
  • Vendor management experience in regulated, financial services industry is an added advantage but not necessary
    • ,

    Keyskills :
    sales delivery customerrelations marketing management leansixsigma qualityofservice contactcenteroperations sixsigma costsavings contactcenter vendorquality issueresolution vendormanagement nalyticals

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