Manager - Call Centre Vendor Operations

Manager - Call Centre Vendor Operations
Job Location: Hyderabad and Cochin
Key Responsibilities:

1. Vendor Relationship Management:
• Develop and maintain strong, effective relationships with third-party vendors who provide call centre services.
• Act as the primary point of contact for external vendors, ensuring smooth communication and collaboration.
• Coordinate and monitor vendor compliance with contractual agreements, service-level agreements (SLAs), and company policies.
2. Team Leadership:
• Supervise, train, and mentor call centre agents to ensure high levels of productivity, performance, and customer satisfaction.
• Monitor and assess call centre agents’ performance through regular evaluations and provide feedback for improvement.
• Handle escalated customer complaints or issues that agents are unable to resolve.
3. Performance Monitoring:
• Track and analyse vendor performance to ensure that KPIs (Key Performance Indicators), including call volume, response time, customer satisfaction, and first-call resolution, are met.
• Conduct regular vendor performance reviews and provide feedback to ensure that service levels and expectations are continuously improved.
• Address and resolve performance-related issues or discrepancies, working closely with vendors to implement corrective actions.
4. Quality Assurance:
• Ensure that the external vendors adhere to the company’s quality standards, procedures, and protocols for customer interactions.
• Conduct quality audits on vendor-generated calls to ensure that customer service meets internal and external standards.
• Work with vendors to resolve any issues that may affect customer satisfaction or the quality of service.
5. Process Improvement:
• Identify and implement process improvements within the vendor operation that enhance operational efficiency, service quality, and cost-effectiveness.
• Collaborate with vendors to streamline processes and enhance workflows that impact call centre operations.
• Recommend tools, technologies, or practices that can improve vendor performance and operational outcomes.
6. Reporting & Data Analysis:
• Analyze and report on key performance metrics related to vendor operations, including call handling, resolution times, and customer feedback.
• Provide regular updates to management on vendor performance, trends, and opportunities for improvement.
• Assist in preparing and presenting detailed reports on vendor performance for leadership teams.
7. Contract and SLA Management:
• Support the management of contracts with external vendors, ensuring that all terms and conditions are adhered to.
• Monitor the fulfilment of service level agreements (SLAs) and ensure that vendors meet agreed-upon standards.
• Work closely with the legal or procurement department to manage renewals, renegotiations, or amendments to vendor contracts.
8. Training & Support:
• Work with vendors to ensure that call centre agents are adequately trained and equipped with the necessary resources to perform their roles effectively.
• Ensure that vendors provide ongoing training and up skilling to agents in alignment with the organization’s customer service standards.
• Coordinate cross-functional training programs to ensure that all parties involved in vendor operations are well-informed.
9. Escalation Management:
• Act as a point of escalation for issues that vendors cannot resolve independently.
• Resolve complex or critical issues that arise between the call centre and external vendors in a timely and professional manner.
• Ensure that vendor disputes, delays, or concerns are handled promptly and professionally, maintaining a high level of customer service.
10. Collaboration with Internal Teams:
• Work closely with the internal call centre management team to ensure seamless integration between internal and external operations.
• Collaborate with other departments (e.g., IT, HR, Procurement) to address issues related to technology, staffing, and operational needs.
• Liaise with the leadership team to align vendor operations with overall business objectives.

Skills & Qualifications:

• Experience: Minimum of 5-6 years of experience in a call centre or customer service environment, with 1 year in a supervisory or management role in vendor operations will be added advantage.
• Vendor Management: Proven experience in managing vendor relationships and ensuring adherence to service level agreements (SLAs).
• Analytical Skills: Strong ability to analyse performance data and make data-driven decisions to improve vendor operations.
• Communication Skills: Excellent verbal and written communication skills to interact effectively with vendors, internal teams, and customers.
• Problem-Solving: Ability to manage and resolve complex issues that arise between vendors and internal teams.
• Project Management: Strong organizational and project management skills to handle multiple vendor relationships and operational tasks simultaneously.
• Negotiation Skills: Experience in negotiating contracts, terms, and conditions with external vendors.