Aa - Contact Centre Am

2 weeks ago

New Delhi, India Lycus Business Services pvt ltd Full time

**1. Vendor Selection and Onboarding**: Collaborate with stakeholders to identify contact center vendor requirements and evaluate potential vendors based on their capabilities, capacity, and performance. Coordinate vendor onboarding activities, including contract negotiations, service level agreement (SLA) development, and compliance with company policies and procedures. 2.

**Vendor Performance Monitoring and Reporting**: Establish and maintain key performance indicators (KPIs) and metrics to measure vendor performance and compliance with contractual obligations. Conduct regular performance reviews and vendor scorecard assessments to identify areas of improvement and ensure adherence to SLAs. Prepare and present reports on vendor performance, highlighting trends, issues, and improvement opportunities to management. 3.

**Relationship Management**: Cultivate strong relationships with vendor partners, acting as the primary point of contact for escalations, issue resolution, and ongoing collaboration. Conduct regular meetings with vendors to discuss performance, operational updates, and improvement initiatives. Address any concerns or disputes promptly and professionally, fostering a collaborative and productive vendor relationship. 4.

**Continuous Improvement**: Identify process 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. Stay updated on industry trends, best practices, and emerging technologies related to contact center operations and vendor management. 5.

**Contract and Financial Management**: Ensure compliance with contractual agreements, including pricing, deliverables, and service levels. Collaborate with procurement and finance teams to track vendor performance against contractual obligations and manage invoices and payments accurately. Knowledge, Skills and Experience Qualification Graduate Requirement 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. Excellent communication and interpersonal skills, with the ability to build and maintain effective relationships with vendors and internal stakeholders. Strong negotiation and contract management skills.

Ability to thrive in a fast-paced and dynamic work environment, managing multiple priorities and deadlines. Ability to thrive in a fast-paced and dynamic work environment, managing multiple priorities and deadlines.

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