Associate director-partner management
Responsibility for the operational performance of outsource contact centre partner.
Lead engagement initiatives at partner site.
Ownership of day-to-day operations to ensure all deliverables are met by the partner as per the agreed sla
Facilitate monthly and quarterly review meetings with the partner teams.
Participate in workforce planning and budgeting activities in coordination with internal teams.
Customer management, escalation management - relationship management with allied business units
Roll-out organizational goals/objectives across the partner operations.
Drive quality and customer experience at the partner location
Work closely with various internal groups to understand business requirements, implement new processes and contribute to ongoing process improvements.
Graduate with minimum 12 years contact centre management experience with at least 4 years in manager role at a premium contact centre or organisation.
Experience in managing outsourced partners (desirable)
Advanced microsoft office and microsoft windows skills
Excellent written and verbal communication skills required
Ability to maintain confidentiality
Excellent relationship management
12 to 15 years’ experience in b2c / bpo / services / retail industry , in-depth knowledge of managing large/multi site/ multi vendor b2c cx operations ( 2000+ cx agents ) and associated processes
Strong people management and cross-functional leadership experience
Strong leadership abilities
Customer orientations and customer centric experience
High degree of business knowledge
Strong communication, interpersonal skills
Experience in contact centre operations.
Highly customer focused in all approaches.
Strong problem solving, strategy, prioritization skills with an eye for detail.
Ability to come up with lots of ideas and improvements.
Partner manager experience of at least 5 years.
Posted 4 days ago