Job Description:

  • Monitor and coodenate key metrics such as customer satisfaction, backlogs and productivity and ensure all SLAs are consistently met by partner call center;
  • Establishes requirement and audits to ensure targeted performance metrics are accomplished;
  • Assess operational effectiveness and provide ongoing feedback;
  • Monitor performance initiatives and provides status reports and suggest tactical approach based on performance goals;
  • Lead regular business reviews involve in any vendor relationship activities;
  • Facilitates development of team partner relationship with vendors and maintains relationship for long term contract;
  • Identify potential vendors and conduct research to determine who offers the best products, prices, and services;
  • Actively participate in vendor workforce planning and ensure required FTE is always met;


  • Experience with disputes;
  • Bachelor’s Degree;
  • Must be capable of dealing confidently and professionally at executive level internally and at partner sites;
  • Proven ability to manage complex processes and drive continuous process improvement;
  • Excellent verbal, written, interpersonal, leadership and organizational skills;
  • Excellent project and program management skills, including demonstrated ability to manage projects across teams where influencing skills are required
  • Must be passionate about delivering industry leading customer support and thrive in a fast-paced, high energy environment;
  • Fluent English

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