AA - Contact Centre AM - Sany, India - Xander Talent

Description

1.

Vendor Selection and Onboarding:
Collaborate with stakeholders to identify contact center vendorrequirements and evaluate potential vendors based on theircapabilities capacity and performance. Coordinate vendor onboardingactivities including contract negotiations service level agreement(SLA) development and compliance with company policies andprocedures . 2.


Vendor Performance Monitoring and Reporting:
Establish and maintain key performance indicators (KPIs) andmetrics to measure vendor performance and compliance withcontractual obligations. Conduct regular performance reviews andvendor scorecard assessments to identify areas of improvement andensure adherence to SLAs. Prepare and present reports on vendorperformance highlighting trends issues and improvementopportunities to management. 3.


Relationship Management:
Cultivatestrong relationships with vendor partners acting as the primarypoint of contact for escalations issue resolution and ongoingcollaboration. Conduct regular meetings with vendors to discussperformance operational updates and improvement initiatives.
Address any concerns or disputes promptly and professionallyfostering a collaborative and productive vendor relationship. 4.


Continuous Improvement:
Identify process inefficiencies bottlenecksand areas for improvement in vendor operations. Develop andimplement improvement plans in collaboration with vendors andinternal stakeholders to optimize processes enhance service qualityand reduce costs. Stay updated on industry trends best practicesand emerging technologies related to contact center operations andvendor management. 5.


Contract and Financial Management:
Ensurecompliance with contractual agreements including pricingdeliverables and service levels. Collaborate with procurement andfinance teams to track vendor performance against contractualobligations and manage invoices and payments accurately. KnowledgeSkills and Experience Qualification Graduate Requirement Provenexperience in vendor management within a contact center or customerservice environment. Proven experience in vendor management withina contact center or customer service environment. Strong analyticaland problemsolving skills with the ability to identify and addressoperational gaps and performance issues. Excellent communicationand interpersonal skills with the ability to build and maintaineffective relationships with vendors and internal stakeholders.
Excellent communication and interpersonal skills with the abilityto build and maintain effective relationships with vendors andinternal stakeholders. Strong negotiation and contract managementskills. Ability to thrive in a fastpaced and dynamic workenvironment managing multiple priorities and deadlines. Ability tothrive in a fastpaced and dynamic work environment managingmultiple priorities and deadlines.
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