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It - Software Industry Jobs
Call Center Manager Full Time
Job description
Responsible for Managing vendors including ATM OEM’s, CRA’s, network vendors etc.
Project & Customer Management
Lead rollout and service takeover projects in multi- channel environment.
Lead customer and vendor contract review meetings and developed new services strategies.
Establish executive dashboards, structured customer interface program and service delivery reports to track health and profitability of each account. Resolve any escalated contractual and commercial issues.
Contract Management
Manage RFP’s, Tenders, Contract cum commercial negotiations, project management and implementing and managing service operations
Multivendor Service Development & Implementation
Responsible for Development & Implementation of multivendor service for NCR, Diebold & Wincor machines – Engineer hiring, service centers, spares stocking locations/ hubs, setting up of TRC’s, call & SLA management processes and tools, training mechanism, technical support, spare part management etc.
Managing Field Services
Responsible for Managing Field Services and Supporting business development team for new opportunities and growing existing relationships.
Supply Chain Management
Vendor selection, development and performance management incl. profitability, costs and SLAs.
Managing Stakeholders
Building trusting relationships with customers, suppliers and colleagues.
Key skills required:
Adaptability to work in a dynamic environment
Good communication and presentation skills
Ability to work with cross functional teams
Business Development, General Management, Pre and post- sales support.
Operations & Project Management – Planning, execution, management, process improvement, automation.
Excellent customer management skills.
Extensive supply chain & vendor management experience.
Driving growth & managing costs.
SLA, negotiations and contract management.
Commercial and business acumen and negotiation skills
Minimum Education Qualification
Any graduate with relevant experience (BE/ MBA preferred)
Role: Operations Manager
Industry Type: IT-Software, Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Employment Type: Full Time, Permanent
Role Category: Operations
Education:
UG :Any Graduate in Any Specialization
PG :Post Graduation Not Required
Key Skills:
Supply chain management, Automation, Performance management, Contract management, Project management, Process improvement, Incident management, RFP, Technical support, Service operations.