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Digital Skills
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Milton Keynes, Buckinghamshire
Call Centre Supplier Manager
Overview
Job Description
Call Centre Supplier Manager - Contract Manager - Bi-Lingual Digital Skills are pleased to be working with a large, multi national organisation, based in Milton Keynes, however operating in over 50 countries world wide. The organisation are a leader in technology solutions for every day use and are part of a very large group of companies; whilst operating as a medium sized operation. The client utilises a number of third party call centre suppliers in other territories in order to provide a localised customer service. The call centre suppliers form a vital and highly valued component of the overall service and are integral to everything that the client do. In order to support greater expansion and drive ongoing excellence, the client are looking to hire an experienced supplier manager who will be able to on-board, manage and work with third party call centre suppliers. You will be responsible for: * Onboarding new Call Centre Suppliers * Implementing Key Performance Indicators (KPIs) * Managing suppliers against Service Level Agreements (SLAs) * Ensuring agents are trained in systems and processes * Managing under performance * Off-Boarding suppliers Due to the nature of the work, the suppliers will primarily be based across Europe. Each individual spoken language in Europe will have / already has its own local call centre. These suppliers are often large organisations with longstanding contract. Required Skills You must be: * Fluent in English and one other major European Language (French, Spanish or German) * Experience managing large European Suppliers * Experience of Operational and Service Management Experience of Call Centre or customer service management is ideal; however it is not necessary as you will be supported throughout your tenure by an experienced team with call centre experience. The client are a great company to work for, they offer a superb career path including opportunities to progress through their group structure, significant training and development as well as a supportive and collaborative working arrangement. You will be required to travel with the role with one or two overnight trips to Europe each month. The company is based in Milton Keynes and you will be required to be in the office once a week as a minimum, however will have the flexibility to have remote working for the rest of the time. In return the client are offering a package that includes a generous salary of between £70,000 / £80,000 per annum. They also offer a generous pension, contributing up to 6% of your basic salary and a great package of other benefits. If this role sounds suitable to you, and you are fluent in English and either French, Spanish or German, please do apply.