Customer Contact Center Relations Manager - Prague

The Customer Contact Center Relations Manager will be responsible for managing the relationship with our outsourced contact center and ensuring that the service provider delivers exceptional customer support in line with company's standards.

This role is pivotal in maintaining high-quality customer interactions, overseeing the service delivery, and ensuring compliance with contractual obligations.

What will be your key responsibilities:

Vendor Management: Oversee the operational performance of the outsourced contact center, ensuring they meet contractual obligations and service level agreements (SLAs).
Vendor relations: Participate in strategic decision-making related to customer service operations
Quality Assurance: Conduct regular audits, monitor service quality to ensure compliance with standards. Implement continuous improvement strategies to enhance service quality.
Communication/Coordination: Serve as the primary liaison between the company and the outsourced service provider, resolve issues and ensure a seamless flow of information.
Performance Analysis and Reporting: Monitor and analyze performance metrics against agreed SLAs. Prepare and present regular reports to senior management detailing performance, challenges, and progress.
Training and Development: Collaborate with the outsourcing partner to ensure that their staff are properly trained on products and services.
Compliance and Risk Management: Ensure that the contact center operations comply with relevant laws and regulations.

What experience should you have:

A degree in Business Administration, Management, Communications, or a related field
Minimum of 5 years in customer service management and in a managerial role verseeing outsourced operations.

Strong leadership and interpersonal skills to manage and influence the outsourced team.
Excellent communication skills, both verbal and written.
Strong analytical skills to control performance data and drive improvements.

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