Vendor Manager - Contact Centre

Air India Express, is looking for Vendor Manager - Contact Centre for AIX corporate.

Interested candidates are requested to please provide an updated resume at swati.chouhan@airindiaexpress.com

Job location- Gurgaon

Work From Office Only

Job Purpose-

As a Manager of Contact Centre, you will play a crucial role in managing and optimizing relationships with contact centre vendors to ensure the delivery of high-quality customer service and operational efficiency. You will work closely with internal stakeholders and vendor partners to establish and maintain effective communication channels, monitor vendor performance, and drive continuous improvement initiatives. Your expertise in vendor management and contact centre operations will contribute to enhancing customer satisfaction and achieving business goals.

Role & responsibilities-

Vendor Selection and Onboarding:

Collaborate with stakeholders to identify contact centre vendor requirements and evaluate potential vendors. Optimizing negotiations, service level agreement (SLA) development.

Vendor Performance Monitoring and Reporting:

Establish and maintain key performance indicators (KPIs) and metrics to measure vendor performance and compliance with contractual obligations.

Responsible for call quality, CSAT/NPS, AHT, Schedule adherence, IROPs, Shrinkage & Attrition at vendor site.

Responsible bridging gaps in AIX contact centre and corporate for resolution and way ahead strategy while address concerns or disputes

Process Excellence:

Identify process gaps and 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 centre operations and vendor management.

responsible and accountable for daily/Weekly/Monthly/Quarterly governance plans and reports

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.

Preferred candidate profile:

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

Must be open for 24X7

**Contact centre vendor management experience is mandate