Manager - Call Center

Responsibilities: -

- Responsible for overseeing the day-to-day performance of outsourced call centre operations ensuring overall visit target is being delivered.

- Regularly visit vendor sites for relationship building, performance reviews and to assess overall process health, from employee experience to processes and best-practices.

- Responsible for analysing data with vendors to drive changes if needed, improving

operational processes, identify opportunities to increase efficiencies.

- Build and maintain strong relationships with internal and external stakeholders to properly manage expectations on performance, business requirements and overall service delivery, holding vendor accountable for overall performance execution.

- Understand reporting needs and request appropriate data analysis on metrics performance for internal stakeholders.

- Serve as the primary point of contact for issues related to overall vendor performance and quality

- Identify opportunities for processes and best-practices adoption, develop and adjust SOPs to align business goals

- Orchestrate efforts from internal and outsourced partner to conduct and engage in meaningful conversations during weekly, monthly and quarterly business reviews.

- Establish and solidify business plans and roadmaps as it pertains to recruiting, hiring, training and product/process knowledge management

- Set vendors up for success by advocating for them when needed and ensuring their feedback is heard and prioritized to drive procedure and tooling improvements.

Qualifications: 

- 4+ years of work experience managing BPO operations as client and/or vendor.

- Excellent communication and influencing skills, proven experience of influencing other teams/groups where their support is critical to success.

- An amazing team player, understanding cultural barriers and bridging business gaps.

- Strong analytics and reporting background, with the ability to build scorecards/dashboards independently.

- An ability to identify upstream blockers, prioritize solutions and communicate effectively.

Preferred Qualifications: 

- In-depth expertise in contact centre

- Previous experience launching and implementing new outsourced operations

- Previous work experience developing and implementing process redesigns transitioning from current-state to future-state