QUALIFICATIONS & EXPERIENCE:

• Bachelor’s degree in Business Administration, Communications, or related field (MBA preferred).
• 5+ years of experience in call center operations, vendor management, or telecom customer service.
• Experience managing BPO/outsourced call center operations, preferably in the telecom sector.
• Strong analytical skills and experience with performance management tools (ex., Tableau, Excel, Power BI).
• Excellent communication, negotiation, and stakeholder management skills.
• Understanding of telecom services, regulatory requirements, and customer experience best practices.
• Knowledge of CRM systems (ex., Salesforce, Zendesk, Genesys).
• Familiarity with workforce management (WFM) and IVR systems.
• Project management certification (ex., PMP) is a plus.

• Vendor Relationship Management
  o Establish and maintain strong relationships with all third-party call center vendors.
  o Serve as the main point of contact for all vendor-related communications.

o Conduct regular performance reviews and business updates with vendors.

• Performance Monitoring & Optimization

o Track and analyze key performance indicators (KPIs) – ex. AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), NPS (Net Promoter Score), and SLA adherence.

o Drive continuous improvement through action plans and root cause analysis for underperformance.

• Contract and Compliance Management

o Oversee vendor contracts, ensuring terms and conditions are met.

o Ensure all vendor operations comply with legal, regulatory, and internal telecom policies (ex., data privacy, quality standards).

• Budget and Cost Control

o Monitor and manage call center budgets.

o Identify opportunities for cost optimization without compromising service quality.

• Quality Assurance & Training

o Coordinate with internal quality teams to implement training and quality assurance programs.

o Ensure vendor staff are adequately trained on telecom products, services, tools, and brand standards.

• Reporting & Stakeholder Communication

o Generate and present weekly/monthly performance reports to internal stakeholders.
o Provide data-driven insights to support business decisions and strategic planning.