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Partner Manager- CX Operations-Hyderabad

3 months ago

Hyderabad, India Flipkart Full time

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