Partner Manager- CX Operations-Hyderabad
6 months ago
Partner Manager- CX Operations
You are Responsible for:
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 Work closely with various internal groups to understand business requirements, implement new processes and contribute to ongoing process improvements.To succeed in this role – you should have the following:
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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