Contact Centre Manager / Vendor Manager - Madrid city
Contact Centre Manager / Vendor Manager - Madrid city
Features
- Where:
Madrid city
- Job Type:
Employee - Permanent
- Job Status:
Full-time
- Salary:
40,000 Euros + bonus
- Work Location:
Office/On-site
- English:
Advanced
- Spanish:
Fluent
Advertiser Note:
The job vacancy is in our company/business
Description
Vendor Manager (Global Service Delivery Operation)
About the role:
We are looking for an exceptional and inspirational Vendor Manager to manage the Outsourcer Team.
You will lead, inspire and develop the Global Service Delivery Operation (via Outsourcer) to ensure the smooth, consistent and successful delivery of global services.
Leadership, stakeholder management and engagement are critical for the role, because you will be actively managing the end-to-end service delivery and associated functions. We would like you to continuously review and drive transformational change and continuous improvement in order to ensure that best-in-class operations standards are maintained at all times.
You will identify, influence and effectively manage the implementation process for improvement initiatives using agreed and proven methodologies to drive tangible and impactful improvements.
We understand that work-life balance is a key consideration in the world of today, so with our flexible working arrangements, you will be able to balance your time between your home and other Tenerity offices in a way that works for you, your family and your customers.
What to expect:
• To ensure that all product, client and partner launches, campaigns or configuration changes are effectively managed from inception to implementation through the adoption of professional change management processes.
• Plan strategies to ensure the business gains maximum benefits from industry developments and improvements. Constantly evaluate best solutions to deliver against business, client and customer requirements both in the short, medium- and longer-term driving initiatives to a conclusion
• Partnering with all key stakeholders within agreed frameworks and ensure all planned operations are conducted within budget on an ongoing basis with continuous review and improvement plans in place – i.e. Finance, HR, Commercial and Client and Product teams
• To provide detailed and robust MI (Management Information) that accurately reports on all aspects of outsourcer performance and leadership to ensure consistency in performance
• Management of the Global Service Delivery performance including client service levels, sales and service targets, customer engagement, voice of the customer and satisfaction, quality and all budgetary metrics.
• Ability to effectively management any escalations and complaints in line with client and regulatory standards.
• Ensure the Customer Experience is fully delivered against defined measures.
• Support team members for succession planning and personal development
• To plan and co-ordinate activities with the outsourcer and local teams that motivate staff to achieve KPIs and business metrics
• Review delivery of industry best practise management techniques and routines to ensure delivery of optimal performance
• Maintain and enhance business standards of behaviour and culture in the equitable and fair treatment of team members, ensuring staff conform to all health and safety guidelines, European Time Directive, company policies and regulatory requirement
• Be aware of omni channel as a concept, understand it, promote it and ensure that it is embedded and adopted across the department
About you:
• Experience in service delivery industry experience is a bonus
• Experience and direct management of outsourcers or contact centre operations (Spain, Europe) including where applicable specialist knowledge of regulated business management.
• Health and Safety experience and accountability relevant to business area / size and role
• Financial and commercial awareness, evidence of direct management and budgetary controls
• Strong understanding and experienced user of contact centre technologies
• Strong robust understanding of the Service Delivery and Contact Centre industry
• Robust management and leadership experience across all levels
• CXOne, Avaya / IEX / Kana / Outlook and Word
• Hands on experience of running mid to large scale Service Delivery and Contact Centres
About us:
You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibilities early on.
We have 2,000 partners worldwide, including many of the largest and most respected companies in the financial services, retail, travel, and ecommerce sectors.
Every company today talks about supporting diversity and inclusion. These values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.
Apply for this Job
Features
- Where:
Madrid city - Job Type:
Employee - Permanent - Job Status:
Full-time - Salary:
40,000 Euros + bonus
- Work Location:
Office/On-site - English:
Advanced - Spanish:
Fluent
Advertiser Note:
The job vacancy is in our company/business
Description
Vendor Manager (Global Service Delivery Operation)
About the role:
We are looking for an exceptional and inspirational Vendor Manager to manage the Outsourcer Team.
You will lead, inspire and develop the Global Service Delivery Operation (via Outsourcer) to ensure the smooth, consistent and successful delivery of global services.
Leadership, stakeholder management and engagement are critical for the role, because you will be actively managing the end-to-end service delivery and associated functions. We would like you to continuously review and drive transformational change and continuous improvement in order to ensure that best-in-class operations standards are maintained at all times.
You will identify, influence and effectively manage the implementation process for improvement initiatives using agreed and proven methodologies to drive tangible and impactful improvements.
We understand that work-life balance is a key consideration in the world of today, so with our flexible working arrangements, you will be able to balance your time between your home and other Tenerity offices in a way that works for you, your family and your customers.
What to expect:
• To ensure that all product, client and partner launches, campaigns or configuration changes are effectively managed from inception to implementation through the adoption of professional change management processes.
• Plan strategies to ensure the business gains maximum benefits from industry developments and improvements. Constantly evaluate best solutions to deliver against business, client and customer requirements both in the short, medium- and longer-term driving initiatives to a conclusion
• Partnering with all key stakeholders within agreed frameworks and ensure all planned operations are conducted within budget on an ongoing basis with continuous review and improvement plans in place – i.e. Finance, HR, Commercial and Client and Product teams
• To provide detailed and robust MI (Management Information) that accurately reports on all aspects of outsourcer performance and leadership to ensure consistency in performance
• Management of the Global Service Delivery performance including client service levels, sales and service targets, customer engagement, voice of the customer and satisfaction, quality and all budgetary metrics.
• Ability to effectively management any escalations and complaints in line with client and regulatory standards.
• Ensure the Customer Experience is fully delivered against defined measures.
• Support team members for succession planning and personal development
• To plan and co-ordinate activities with the outsourcer and local teams that motivate staff to achieve KPIs and business metrics
• Review delivery of industry best practise management techniques and routines to ensure delivery of optimal performance
• Maintain and enhance business standards of behaviour and culture in the equitable and fair treatment of team members, ensuring staff conform to all health and safety guidelines, European Time Directive, company policies and regulatory requirement
• Be aware of omni channel as a concept, understand it, promote it and ensure that it is embedded and adopted across the department
About you:
• Experience in service delivery industry experience is a bonus
• Experience and direct management of outsourcers or contact centre operations (Spain, Europe) including where applicable specialist knowledge of regulated business management.
• Health and Safety experience and accountability relevant to business area / size and role
• Financial and commercial awareness, evidence of direct management and budgetary controls
• Strong understanding and experienced user of contact centre technologies
• Strong robust understanding of the Service Delivery and Contact Centre industry
• Robust management and leadership experience across all levels
• CXOne, Avaya / IEX / Kana / Outlook and Word
• Hands on experience of running mid to large scale Service Delivery and Contact Centres
About us:
You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibilities early on.
We have 2,000 partners worldwide, including many of the largest and most respected companies in the financial services, retail, travel, and ecommerce sectors.
Every company today talks about supporting diversity and inclusion. These values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.
Apply for this Job
