- Manajemen Operasional
- Setidaknya 5 tahun
- Asisten Manajer, Manajer - Departemen
Serve as main point of contact between redBus and BPO Vendors.
Respond to consumer & distribution complaints that are escalated from the Vendor
Collaboratively work with Vendors to build Vendor schedules, identify milestones and track the Vendor's progress to implement the process flows and integrations
Partner with management team of redBus to ensure consistency with processes and reporting
Work with stakeholders to set SLAs, identify the critical data needed to effectively manage the Vendor and provide information for reporting purposes
Proactively monitor and manage the Vendors to ensure that they are performing all their functions in a “best in class” manner, including client attentiveness and representation of redBus
Monitors dashboards to report on the service that the Vendors are providing
Evaluate, respond to and resolve queries by the Vendors
Serves as critical escalation point for service issues and complaints
Primary person to submit and track vendor payments.
Meet with vendor periodically for supplier performance review (analyze spend (trend)), new services, etc.
Under minimal supervision, oversee relationship with external vendors by performing analysis of their multiple job functions
Develop and implement process improvement solutions related to business need
Ensure service delivery by working closely with corporate headquarters, local management team and external vendors
Develop, forecast, and deliver weekly/monthly site results reports; Reports include: key metrics, stack ranking of agents and site comparisons
Develop and implement processes to increase performance
Ensure vendor service level agreements are being met and vendor performance aligns with strategic goals and priorities
Track and report on results by individual and by team
Works with corporate, local management and vendors on data analyses
Design and implement an ongoing communication process between vendor and corporate team
Recommend project specific changes in an approach to enhance production
Responsible for the weekly, monthly and annual goals of vendor contracts
5+ years of work experience within a contact center environment as a Assistant Manager / or Prior experience as an AM - Vendor Support
Strong verbal and written communication, influencing and negotiation skills, including excellent telephone skills and presentation skills
Strong analytical skills and ability to manage multiple projects at a time and often under tight timeframes.
Ability to work toward goal achievement using negotiation, teamwork/collaboration, motivation, and time/work prioritization
Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions
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