Partner Lead

4 weeks ago


Hyderabad, Telangana, India Flipkart Full time

Key Responsibilities:

As a Partner Manager - CX Operations, you will be responsible for the operational performance of an outsource contact centre partner. This includes leading engagement initiatives at partner sites, owning day-to-day operations to ensure all deliverables are met by the partner as per the agreed SLA, and facilitating monthly and quarterly review meetings with the partner teams.

Key Accountabilities:

  • Responsibility for the operational performance of an outsource contact centre partner.
  • Lead engagement initiatives at partner sites.
  • Ownership of Day-to-day operations to ensure all deliverables are met by the partner as per the agreed SLA.
  • Facilitate monthly and quarterly review meetings with the partner teams.
  • Participate in workforce planning and budgeting activities in coordination with internal teams.
  • Customer Management, Escalation management - Relationship management with allied business units
  • Roll-out organizational goals/objectives across the partner operations.
  • Drive quality and customer experience at the partner location.

Requirements:

  • Graduate with minimum 10 years contact centre management experience with at least 4 years in manager role at a premium Contact Centre or Organisation.
  • Experience in managing outsourced partners (desirable).
  • Advanced Microsoft Office and Microsoft Windows skills.
  • Excellent written and verbal communication skills required.
  • Ability to maintain confidentiality.
  • Excellent relationship management.
  • 8 to 10 years' experience in B2C / BPO / Services / Retail Industry, In-depth knowledge of managing large/Multi site/Multi Vendor B2C CX operations (1000+ cx agents) and associated processes.
  • Strong people management and cross-functional leadership experience.


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