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- Tasks: Manage and enhance relationships with outsourced contact centre vendors for top-notch service delivery.
- Company: Join a dynamic team focused on strategic vendor partnerships and performance improvement.
- Benefits: Competitive salary of £50k plus bonuses and benefits, with hybrid working options.
- Why this job: Make a real impact by driving performance and improving customer experiences through strong partnerships.
- Qualifications: Experience in vendor management and a solid understanding of customer service operations required.
- Other info: Enjoy a flexible work environment with opportunities for professional growth.
The predicted salary is between 42000 - 58000 £ per year.
Are you a strategic relationship builder with a passion for driving performance through strong vendor partnerships? We’re looking for an experienced Contact Centre Outsource Relationship Manager to join our dynamic team and take ownership of our outsourced contact centre relationships.
Salary: £50k + bonus + bens
As the Vendor Manager, you’ll be the key point of contact for our outsourced customer service providers, ensuring exceptional service delivery across multiple sites and channels. You’ll play a critical role in aligning our partners with our business goals, maintaining SLAs, and continuously improving the customer experience.
Key Responsibilities:
- Own day-to-day management of outsourced contact centre vendor relationships.
- Ensure vendors consistently meet KPIs, SLAs, and compliance standards.
- Collaborate cross-functionally to ensure business and customer needs are being met.
- Lead regular performance reviews, contract governance, and issue resolution.
- Identify and deliver continuous improvement initiatives across all vendor operations.
- Provide insight and reporting to senior stakeholders on vendor performance and risks.
Key Experience:
- Proven experience in vendor management within a contact centre environment.
- Strong understanding of customer service operations, metrics, and best practices.
- Confident communicator with excellent negotiation and relationship management skills.
- Analytical mindset with the ability to interpret data and drive decisions.
- Comfortable working in a hybrid model – 2 days a week in our Slough office, with flexibility the rest of the time.
Outsource Relationship Manager employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Outsource Relationship Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for an Outsource Relationship Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its vendor management practices. Show us that you understand their goals and how you can help align their partners with those objectives. Tailor your responses to highlight your experience in managing KPIs and SLAs.
✨Tip Number 3
Don’t just wait for job postings to come to you! Keep an eye on our website and apply directly through it. This shows initiative and gives you a better chance of standing out from the crowd.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Use this opportunity to reiterate your enthusiasm for the role and how you can drive performance through strong vendor partnerships.
We think you need these skills to ace Outsource Relationship Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Outsource Relationship Manager. Highlight your experience in vendor management and customer service operations, and don’t forget to mention any KPIs or SLAs you've successfully managed.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your strategic relationship-building skills and how you’ve driven performance in past roles. Be sure to connect your experiences with our goals at StudySmarter.
Showcase Your Analytical Skills: Since we value an analytical mindset, include examples of how you've used data to drive decisions in your previous roles. This will show us that you can interpret metrics and improve vendor performance effectively.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Cactus Search
✨Know Your Vendors Inside Out
Before the interview, do your homework on the vendors you’ll be managing. Understand their strengths, weaknesses, and how they align with the company's goals. This will show that you're proactive and ready to hit the ground running.
✨Showcase Your Communication Skills
As a Contact Centre Outsource Relationship Manager, strong communication is key. Prepare examples of how you've successfully navigated difficult conversations or negotiations in the past. This will demonstrate your ability to maintain strong vendor relationships.
✨Be Data-Driven
Brush up on your analytical skills! Be ready to discuss how you've used data to drive decisions in previous roles. Bring specific examples of KPIs or SLAs you've managed and how you improved performance based on those metrics.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about challenges you've faced in vendor management and how you resolved them. This will help you illustrate your experience and strategic thinking.
