Encore Marketing International, an established marketer of fee-based affinity products and services is looking for a VENDOR RELATIONSHIP AND QA MANAGER.
This position reports directly to the Vice President of Operations Optimization and acts as a liaison who is responsible primarily for directing and coordinating the Customer Contact Center activities of Encore Outsource Partners. Position requires independent judgment and discretion in performing the functions described below.
Responsibilities:
Liaison for outsource centers to ensure operations delivery of client requirements as per contractual agreement of established performance levels and metrics.
Accountable for developing and maintaining positive, productive relationships with all assigned vendors.
Directly responsible for the successful resolution of customer complaints, issues, and problems related to the areas under the direct supervision of outsourcing managers.
Must proactively identify and pursue resolution of issues affecting customer service and report problems with internal systems, processes or issues to the VP of Operations, as appropriate.
Proactively address any business operations issues that affect the vendors ability to meet the requirements of the contract. (i.e. Telecom and data issues, call routing, operational procedures, reporting and forecast).
Conduct quality monitoring and identify improvement areas.
Prepares charts and graphs that show performance and trends over time to analyze outsource center performance.
Tracks and measures productivity and quality results for staffing forecasts.
Manages outsource centers within corporate budget guidelines.
QUALIFICATIONS:
Demonstrated accomplishments in improving business operations and implementing quality driven initiatives.
Excellent presentation and negotiation skills are essential.
Excellent organizational skills and ability to work independently.
Excellent verbal and written communication skills and the ability to effectively communicate with various departments and levels.
Exceptional leadership, motivation and people skills.
Experience with computer systems: Proficiency in MS Office required (Excel, Word, PowerPoint, & Outlook), MS Project a plus.
Some travel may be required
SUPERVISORY RESPONSIBILITIES- Indirectly Supervises outsource centers Managers and Team Leaders.
- Location: Lanham, MD
- Compensation: $55k+ depending upon experience
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.