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Customer Service - Vendor Account Manager

Employer
On
Location
Zurich
Closing date
5 Mar 2024

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Function
Customer Service
Level
Manager

Job Details

Join our dynamic team where you'll shape the future of vendor management! Dive into a role where you'll forge meaningful connections, optimize efficiency, and drive innovation in BPO services. Take the lead in fostering collaboration and ensuring excellence across regions.

Your Mission

- Develop and maintain strong relationships with BPO vendors & Internal key stakeholders to ensure alignment with global & regional organizational goals.
- Monitor and evaluate with the On regional relevant stakeholders vendor performance against key performance indicators (KPIs) and service level agreements (SLAs).
- Partner with key stakeholders in Implementing tactics to enhance efficiency, quality & overall performance of BPO services.
- Collaborate with internal stakeholders to understand business requirements and ensure BPO vendors meet these needs.
- Ensure vendor management procedures are globally aligned.
- Lead new BPO locations & Lob's implementation & pilot phases.
- Monitor & Control BPO vendor financials against the requirement.
I- nitiate & foster In-house & BPO vendor cross regional collaboration & best practices sharing.
- Stay abreast of industry trends and best practices in BPO to identify opportunities for improvement and innovation.
- Collaborate with the regions in developing and implementing vendor management policies and procedures to ensure compliance and service delivery excellence.
- Act as the main point of contact & escalation between the organization and BPO vendors, addressing concerns including Performance and facilitating effective communication.

Your Story

- Ideally a Bachelor's degree in Business Administration, Management, or a related field.
- Proven Managerial experience (3 years) in BPO vendor management.
Knowledge of COPC Standards & ESG.
Excellent interpersonal and communication skills to foster positive vendor relationships.
- Deep knowledge of BPOs functioning model (WFM - Quality Assurance - Training - Service delivery ...).
- Analytical mindset with the ability to assess performance metrics and make data-driven decisions.
- In-depth knowledge of BPO industry trends, technologies, and best practices.
- Project management skills to oversee multiple vendor relationships simultaneously.
- Ability to collaborate effectively with cross-functional teams and internal stakeholders.
- Problem-solving and conflict resolution skills to address issues and improve vendor performance.
- Strong organizational skills with attention to detail and the ability to prioritize tasks effectively.
- Open to travel up to 25% of your time and attend some late meetings due to different time zones.

Meet The Team

Happiness is the only thing that multiplies when shared. So, take the chance and deliver happiness all day, every day at On! You will work in a team-player Team, which loves new challenges and where happiness is part of their DNA. If you want to take every opportunity to WOW our customers, our team and On - we would be happy to write stories together.

What We Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

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