Contact Centre Business Partner Outsourcing

The Contact Centre BPO Performance Manager is responsible for providing business leadership and management of outsourcing partner site as well MSC Cruises Multilingual International Hub. He\/She will be responsible for monitoring, auditing and implementing actions to correspond to Contact Center strategy and company sales and customer experience objectives. This position will also contribute to the growth of the Direct Sales and to further expand the B2C Outbound program. Last, He\/She will ensure a culture of continuous improvements cross partners driving sales and operation excellence initiatives.
- 5+ years in the business process outsource (BPO) industry or experience in large-scale operations or program management experience.
- B2C Sales Outbound program management proven experience.
- Capacity Planning\/WFM proven experience.
- Bachelor’s degree in a relevant field or equivalent experience.
- Fluent English (Knowledge of a second European language is preferred).
- Experience in planning and forecasting, time and project management with the ability to deal with multiple demands on time and deal with ambiguity.
- Strong goal and result orientation & hands-on mentality.
- High attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.
- Analytical thinking.
- Attention to detail (ensure consistently accurate information tracking & delivery).
- Proven ability to lead others, even in a remote management environment.
- Proven ability to represent a company with external partners.
- High degree of intuitive understanding, persuasion & communications skills.
- Solid knowledge of CTI\/ ACD and SalesForce tools.
- Advanced command of Excel.

Directly reporting to the Head of Contact Centre Management, The Contact Centre BPO Performance Manager will be responsible for:

- Manage BPO and Multilingual hub budget and invoicing cycle.
- Manage and consolidate relationships with our outsourcing partners and International hub management.
- Establish and maintain strong relationships with internal stakeholders and partners to drive business opportunities and maximise sales potential
- Build up required processes and mechanisms in outsourcing\/international hub sites with a standard operating model.
- Facilitate business review and regular audits with markets, support the governance and delivery of strategic plans.
- Propose and launch new site operations and new lines of business for flexibility and business expansion, manage project implementation and engage with corporate and market stakeholders.
- Optimise site management blueprint, create a better engagement and collaboration model with outsourcing partners and international hub.

You will be accountable for all the MSC Cruises Contact Centre BPO partners and International Hub:

- Manage relationships with our outsourcing partners.
- Build up the outsourcing\/International hubs management framework with a standard operating model and adhere to required process, sales and service guidelines.
- Manage outsourcing\/International hubs performances on B2C\/B2B Inbound and B2C Outbound programs.
- Assess outsourcers\/international hub for capabilities to reach the sales conversion rate\/revenues objectives and to deliver the required customer experience.
- Continuously drive sales and operation excellence initiatives and share best practices with the overall MSC Cruises network.
- Develop and deliver regular sales reports, forecasts, and presentations to the leadership team, highlighting achievements, challenges, and opportunities.
- Implement outsourcing footprint strategy to increase flexibility, manage new site and new line of business launch implementation.
- Work with the Workforce Management team to manage forecasts and meet the delivery.
- Facilitate business review and conduct regular compliance audits and governance mechanisms.
- Mitigate risks through performance management, footprint, Capacity Planning, Workforce Management, and Risk and Compliance.
- Work with Corporate and Markets CC stakeholders and cross teams to plan and execute innovative solutions and initiatives to external sites.
- Provides consulting and training support, value-added recommendations to enhance systems, programs, or resolve outsourcing partner\/International hubs issues while encouraging their teams to operate with a sense of independence and ownership.
- Continuously drive sales and operation excellence initiatives, aimed at improving agents experience and reducing pain points.
- Remain flexible to changing priorities, open to new ideas and have MSC Cruises Customers experience as the top focus.

You will collaborate and support the Contact Centre and Sales management team:

- Conducting regular meetings in order to provide feedback on quality performance, trends and focus areas.
- Conducting regular forecast checks to ensure delivery adherence.
- Conducting regular audits to ensure validity and reliability of results