Customer Service

vor 2 Wochen

Zurich, Schweiz On AG Vollzeit

**In short**:
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.

**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.

**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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