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Duman Management Consultancy - Customer Ops. Business Partners Senior Manager
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
- 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