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Duman Management Consultancy - Customer Ops. Business Partners Senior Manager

Job Definition

We are looking for Customer Ops. Business Partners Senior Manager to one of the world’s leading telecommunications groups.

  • To coordinate and integrate the outsourcing projects related to the customer services’ strategic priorities and manage the Call Center partners which have more than 500 + Customer Services Representatives volume.
  • To supply the input for building and realization of execution the outsourcing strategy of Customer Services ( Fixed & Mobile )
  • Select relevant partners for different kinds of outsourcing activities
  • Build and manage all relationship and contracts with partners
  • Align with Customer Services strategy
  • Manage an annual budget of 10-15 million TL
  • Manage the Call Center partners which have more than 500 + Customer Services Representatives volume.
  • Manage the outsourcing teams to support current operations
  • Develop partner performance both on the quantative and qualitative terms
  • Explore and implement new ways of outsourcing models
  • To coordinate building the infrastructure, standarts and KPIs to manage these outsourcing functions integrated with Consumer, Enterrprise and Backoffice operations
  • Lead the outsourcing projects while focusing on integration with IT & HR & Network
  • Work with Customer Services Development Team for the smooth roll-out and integration of current operational measures for Forecast, Reporting, Performance management, CDI, Training, Systems preparation.
  • Develop a team to manage the daily operational support for the outsourcing partners
  • Coach the team to monitor the daily performance and help resolving critical problems.
  • Support and optimize the team for day to day activities

Qualifications

  • BSc. degree in Business Administration, Industrial Engineering or similar fields
  • Minimum 10 years of experience
  • Highly experience in Customer Services organizations
  • Strong leadership qualities
  • Significant knowledge and experience on Call Center Management
  • High level knowledge of Call Centre technical components
  • High level knowledge of Local and Global Outsourcing Market
  • Commercial awareness with a customer service
  • Financial awareness
  • High level knowledge of Contract Management
  • Project Management, Presentation and Budget Planning & Control significant experience
  • High level of English
  • Proficient in MS office applications