Partner/Vendor Manager - Contact Centre

Berkshire

Leading the partner relationship for outsourced teams; this role looks at delivering the best outcomes across customer experience, commercial and cost outcomes. The role looks at finding the best ways to execute business priorities through our outsource partner (s).

The role is critical in ensuring that channel performance is optimised to meet business objectives and that brand based decisions are achieved. As a result, a wide range of KPIs and SLAs must be considered and balanced during decision making and these may include customer acquisition, retention, margin improvement, customer satisfaction, complaints and cost to serve from within a contact centre environment.

The partner manager will create and nurture lasting relationships with our strategic partners and ensure we always have alignment on strategic direction and that our partners deliver the best experience to our customers.

Key Skills

• Broad experience across B2B and B2C contact centre environments
• Strong commercial and contractual experience
• Large volume contact centres

Project People is acting as an Employment Agency in relation to this vacancy.