AA - Contact Centre AM

1. Vendor Selection and Onboarding: Collaborate with stakeholders to identify contact center vendor requirements and evaluate potential vendors based on their capabilities capacity and performance. Coordinate vendor onboarding activities including contract negotiations service level agreement (SLA) development and compliance with company policies and procedures . 2. Vendor Performance Monitoring and Reporting: Establish and maintain key performance indicators (KPIs) and metrics to measure vendor performance and compliance with contractual obligations. Conduct regular performance reviews and vendor scorecard assessments to identify areas of improvement and ensure adherence to SLAs. Prepare and present reports on vendor performance highlighting trends issues and improvement opportunities to management. 3. Relationship Management: Cultivate strong relationships with vendor partners acting as the primary point of contact for escalations issue resolution and ongoing collaboration. Conduct regular meetings with vendors to discuss performance operational updates and improvement initiatives. Address any concerns or disputes promptly and professionally fostering a collaborative and productive vendor relationship. 4. Continuous Improvement: Identify process 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 center operations and vendor management. 5. 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. Knowledge Skills and Experience Qualification Graduate Requirement 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 problemsolving 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 fastpaced and dynamic work environment managing multiple priorities and deadlines. Ability to thrive in a fastpaced and dynamic work environment managing multiple priorities and deadlines.