About the Roles:

We are looking for two vendor managers to lead a growing multi-site contact center operation for Careem NOW to be based in Jordan and Pakistan. This is a fantastic opportunity for experienced vendor managers to develop their own skills further with an organization committed and focused on employee engagement.

Responsibilities:

  • Assist with the set-up and performance management of new and existing outsourced vendors
  • Manage voice, e-mail and chat channels to ensure highest levels of service to customers, captains and merchants
  • Ensure our partners and vendors are delivering service according to our standards
  • Partner with the Care Operations Manager to drive a process improvement agenda to ensure continuous improvements to service and quality from the vendor
  • Work closely with Operations Management, Technology and Business domains to identify and resolve issues that impact contact center performance on the vendor site
  • Ensure complete understanding of vendor KPIs
  • Ensure all SLAs & performance targets agreed with vendors are met (Operational and Experience related including CSAT, AHT, Abandon rate, Attrition, Shrinkage etc)
  • Partner with the Experience Manager to continuously improve overall service delivery
  • Work with the training team to identify ongoing agent skill requirements and schedule all relevant training and refresh sessions with vendors
  • Work with the Base camp tech and product teams to ensure technology solutions are implemented effectively on the vendor sites
  • Participate in regular client/vendor interactions & maintain active client/vendor communication
  • Prepare, analyse and draw conclusions and recommendations from performance reports

 

Key Skills Required:

  • The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative.
  • 5+ years of experience in Contact Center Operations/BPO Experience ideally gained in a multi-site Contact Centre environment
  • Ability to work with senior leaders and maintain a view of the bigger picture – but also get hands-on and execution-oriented in a complex operational environment
  • Ability to influence people at all levels across multiple functions to drive projects to completion and implementation
  • Project management ability, including managing work streams, teams and timelines to drive a project to completion
  • High level of ownership and ability to work independently with limited monitoring / guidance
  • Ability to work in a fast-paced, dynamic environment with aggressive timelines
  • Expert in collecting, analyzing, and summarizing data and trends
  • Willingness to travel for job-related activities

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