Business Manager - Acquisition - Telecom

- Tracks partner center performance on key KPIs

- Monitors the performance metrics of partners on basis of contractually agreed KPI's.

- Collate inputs on performance levels of partners on service levels and relevant parameters

- Conducts regular performance reviews with the partner.

- Identifies KPI performance gaps against target

- Defines and implement plan for bridging gaps jointly with partners

- Analyses contact center data and performance metrics to identify deviations and establish a cause and effect relation ship.

- Analyses trends in performance with the objective of identifying root cause relationships and reducing variance of performance/ seasonality/ any other dependency-oriented variance.

- Facilitates implementation of prescribed corrective actions towards improvement of performance levels.

- Closely engages with the circle level Team to ensure better service levels to reduce the customer contacts at the call centres.

- Engages with the Outsourced Partners and the Circle CSD to identify possibilities of improving service.

- Initiates improvement activities and monitors the same at regular intervals in conjunction with the outsourced partners.

Major Challenges :

- Large span of control

- Working with partner employees at all levels

- Keen understanding of operational challenges, and how they impact the business at large for both partner and us.

- Understand business requirements and ensure that partners deliver high service levels through adherence to processes and policies.

The position needs to be updated on any new developments, needs and criticalities that surfaces from time to time.