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The onsite partner manager position aims to control and oversee Company outsourced operations and customer service activities in selected contact centers. The onsite manager’s main role is to represent Company to local CSP and ensure adherence of corporate policies and best practices ensuring operational success and company growth. With his physical presence on site, he/she must audit/oversee the Site’s daily operations and ensure compliance to SOW requirements.

• Facilitate weekly and monthly audit of SOW requirements in the assigned contact center. 15%

• Audit recruitment and hiring quality and processes to ensure language proficiency requirements are met. Closely work with Partner HR department. 10%

• Perform process confirmation for CSRs and Support staff daily huddles and coaching sessions.

• Conduct regular focus group discussions with CSRs and Support staff.

• Participate in call listening sessions with local Operations and Support.

• Observe Training classes to ensure training is executed based on Company standards. 30%

• Facilitate the resolution of escalated partner-related issues. 15%

• Work with Operations in conducting problem-solving sessions to identify reasons for Escalations. 15%

• Drive change and a continuous improvement culture.

• Be a Company brand champion on-site.

• Be 100% Onsite.

Experience & Qualifications

• Minimum of 2 years proven success in a managerial role.

• Bachelor’s degree (or equivalent) in business management or related field.

• Good knowledge of contact center industry (COPC), KPIs, contractual peculiarities.

• Strong working knowledge of care operational processes.

• Good data analytical and problem-solving skills.

• Ability to work physically in assigned Contact center.

• Excellent communication and collaboration skills.

• Capability of working independently and proactively.

• Product and Services knowledge is desirable.

• Open to travel.