Job Description

• Responsible for initiation, transition and successful execution of the process in coordination with compliance guidelines.


• Keep a vigilant eye that right talent is hired as per process requirements.


• Ensure that the process training has been conducted successfully at the vendor site.


• Responsible for creating or updating the SOPs and other process related documents as per process specific requirements.


• Own the daily relationship/communication between the vendor process owner and SupportMart.


• Focus on key SLA’s and ensure they are being met at both ends.


• Responsible for the performance management of the vendor partner. This majorly includes identifying the areas of improvement at both vendor partner & SupportMart, implement a subsequent training or mentoring action plan, fix up any issues which are obstacle to meeting the process targets.


• As a SPOC for vendor partner coordinate with all internal & external resources allocated to the process to ensure key performance indicators are achieved and timeframes of projects are met.


• Closely work with internal divisions of SupportMart to ensure accurate and timely communications regarding new process updates, or changes in the overall process.


• Organize weekly and monthly review for identifying gaps and take steps to eliminate it.


• Randomly audit calls of vendor partner associates to ensure process quality and deliver the feedback to the process owner.


• Act as a subject matter expert and help the team members with day-to-day issues.


• Responsible for error free compilation and reporting of the project reports on timely basis.


• Continually seeks opportunities to increase mutual process satisfaction and deepen


• vendor relationships.
  
   

Desired Candidate Profile

Account Manager – Vendor Sales will play a critically important role in executing and auditing
Outsourcing projects for SupportMart. Outsourcing projects will typically involve end to end training transitioning, analysis, reporting of the process.

Key Skills

Key Skills

. Minimum of 1 year in managing vendor sites and operations,4 years Call Center management,

Qualification

. Any Graduate

Additional Qualification

. Not Mentioned

Industry

. Others

Functional Area

. BPO/ITES/KPO/Customer Service/Technical Support

Job Role

. Sr. Manager-Customer Servicing

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