Vendor Manager - Contact Centre - Customer Happiness

- Managing and optimizing relationships with contact center vendors to ensure the delivery of high-quality customer service and operational efficiency.

- Work closely with internal stakeholders and vendor partners to establish and maintain effective communication channels, monitor vendor performance, and drive continuous improvement initiatives.

- Vendor management and contact center operations will contribute to enhancing customer satisfaction and achieving business goals.

- Collaborate with stakeholders to identify contact center vendor requirements and evaluate potential vendors. Optimizing negotiations, service level agreement (SLA) development.

- Establish and maintain key performance indicators (KPIs) and metrics to measure vendor performance and compliance with contractual obligations.

- Responsible for call quality, CSAT/NPS, AHT, Schedule adherence, IROPs, Shrinkage & Attrition at vendor site.

- Identify process gaps and inefficiencies, bottlenecks, and areas for improvement in vendor operations.

- Develop and implement improvement plans, in collaboration with vendors and internal stakeholders, to optimize processes, enhance service quality, and reduce costs.

- Responsible and accountable for daily/Weekly/Monthly/Quarterly governance plans and reports

- Proven experience in vendor management within a contact center or customer service environment.

- Proven experience in vendor management within a contact center or customer service environment.

- Strong analytical and problem-solving skills, with the ability to identify and address operational gaps and performance issues.

- Excellent communication and interpersonal skills, with the ability to build and maintain effective relationships with vendors and internal stakeholders.