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Role
Company
Location
Team
responsibilities
+
Support the management of outsourced operations as well as workforce management.
x
Achieve strategic business goals for vendor workforce in terms of customer experience, service levels, quality, delivery of service and cost.
x
Monitor daily performance as well as collect and analyze data in order to recognize trends and potential issues across key performance metrics.
x
Support vendor selection, agreements, and overall vendor operations strategy, while leading regular business reviews and managing vendor relationships.
x
Work closely with various internal groups to understand business requirements, implement new products or processes, participate in workforce planning and budgeting activities, and contribute to ongoing process improvements.
x
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Company Description
Competencies
+
Project management experience.
x
Resource Planning experience in a multi-site, contact center environment.
x
Understanding of Cost Management principles in the outsource contact center industry.
x
Knowledge of vendor operations strategy, performance management, and contracts and negotiation principles.
x
Strong business acumen with strong analytical and structured problem solving capabilities.
x
x
benefits
+
x
x
x
x
x
x
x
x
x
Skills
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