Job Description
Are you a strategic relationship builder with a passion for driving performance through strong vendor partnerships? We’re looking for an experienced Contact Centre Outsource Relationship Manager to join our dynamic team and take ownership of our outsourced contact centre relationships.
Salary: £50k + bonus + bens
As the Vendor Manager, you’ll be the key point of contact for our outsourced customer service providers, ensuring exceptional service delivery across multiple sites and channels. You’ll play a critical role in aligning our partners with our business goals, maintaining SLAs, and continuously improving the customer experience.
Key Responsibilities:
* Own day-to-day management of outsourced contact centre vendor relationships.
* Ensure vendors consistently meet KPIs, SLAs, and compliance standards.
* Collaborate cross-functionally to ensure business and customer needs are being met.
* Lead regular performance reviews, contract governance, and issue resolution.
* Identify and deliver continuous improvement initiatives across all vendor operations.
* Provide insight and reporting to senior stakeholders on vendor performance and risks.
Key Experience:
1. Proven experience in vendor manageme...