Manages external vendor call center relationship and is responsible for the delivery of contracted performance management results.
Roles and Responsibilities :
Individual Contributor whose primary responsibility is to manage the relationship cycle and provide results oversight to assigned external large complex vendor call centers.
Establishes requirements and audits to ensure targeted performance metrics are accomplished, assesses operational effectiveness and provides ongoing feedback.
Creates and analyzes metric reporting to identify potential performance concerns or opportunity. Monitors performance initiatives, provides status reports and suggests tactical approach based on performance goals.
Ensures results quality and assesses the direction of each center is in alignment with AT&T goals. Suggests system procedures to enhance overall quality of services.
Facilitates development of team partner relationships with vendors and maintains relationships for long term contracts. Identifies and determines best approach relating to new product and service launches.
Participates in establishing and leading communications of vendor forecasts.
Key Competencies and Skills :
Typically requires 5 to 7 years of relevant experience in vendor management function in a technical call center environment.
Education and Qualifications :
Typically requires a Bachelor Degree or equivalent.