Manager | Call Center

esponsibilities: -
- 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... Read more