Offer summary
Qualifications:
3+ years managing contact centers and BPO vendor management organizations, Experience in coaching, analytics and KPI tracking in customer service environment, Strong leadership, change management, teamwork, and customer focus, Excellent communication skills, data analysis proficiency, and conflict resolution expertise.
Key responsabilities:
- Manage internal and vendor team operations for an optimal customer experience
- Maintain vendor relationships, oversee performance, implement improvements
- Analyze and optimize performance metrics for quality assurance and efficiency
- Facilitate knowledge transfer, conduct coaching sessions, and lead business analysis