Vendor Manager mfx
Vendor Manager mfx
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Job Description
- Maintaining Service Excellence Ensure that Wolts high customer service standards are upheld across all vendor locations. This means quick response times emotional intelligence and a human touch ensuring our partners align with our culture and customerfirst approach.
- Performance Management Monitor and ensure vendor performance meets expectations by tracking key metrics such as CSAT response times and quality scores. Conduct regular business reviews deepdive into performance gaps and work with vendors on structured improvement plans.
- Defining Opportunity Work closely with internal support leadership to identify and optimize outsourcing opportunities ensuring highimpact improvements while alleviating pressure from internal teams.
- Driving Process & Efficiency Improvements Refine workflows for both chat and phone support ensuring consistent highquality customer interactions. Collaborate with internal stakeholdersincluding the Quality Content and Training teams WFM and other departmentsto align vendor processes with internal best practices streamline operations and introduce efficiency improvements.
Qualifications :
- Excellent communication and stakeholder management skills Ability to collaborate effectively across internal teams and external vendors.
- Customerfirst mindset Passionate about delivering exceptional service and understanding the critical role of support in company success.
- Handson and detailoriented Comfortable balancing strategic initiatives with operational execution ensuring high standards without losing sight of the bigger picture.
- Strong analytical abilities Ability to interpret complex data sets to inform decisions and drive performance improvements.
- Extensive experience in support operations management Proven track record in managing support teams including performance management and operational excellence.
- Exceptional written verbal and visual communication skills Ability to influence align stakeholders and drive consensus at all levels of an organization.
- Education BA/BS required; MBA or graduate degree preferred.
- Fluent in English and German min. B2 level
Nice to Have
- Experience with contact center forecasting scheduling and capacity planning.
- Understanding of quality assurance processes and best practices in vendor operations management
Additional Information :
If you are excited about working in a highgrowth environment taking ownership and being part of an extremely ambitious team then click below to apply and get the conversation going! Please make sure to submit your application in English.
What We Offer
Independent work in a dynamic international team
Employee Assistance Programme therapy and wellbeing
% Discount on your Wolt orders
Flexible work options including home office opportunities
Regular teambuilding sports and company events
We will be reviewing applications on an ongoing basis so if this sounds like an opportunity you want to pursue apply today!
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
