Job Overview
- Build and maintain the Partner “footprint” in the EU, ensuring we have a network of providers that can meet all needed agent profiles and total volumes. This network should have 100% attainment of the capacity requirements each month measured by delivered hours against requested hours.
- Ensure all Partners within this footprint are compliant on a contractual basis. Current, active agreements that meet the Pandora standards and maintain the account relationships to predict and project impact of upcoming contractual changes to overall cost and allocations
- Accountable for the overall CSAT and QA for BPO Partners ensuring Pandora process/ policy is applied properly, agents are trained and compliant, and customer experience feedback on product enhancements, policy feedback, and contact drivers are relayed back into the corresponding internal Pandora owners
- Accountable for the financial oversight of the BPO network in the EU. This includes hitting targets on overall cost, costs per contact, and agent pricing. Knowing the market rates, skills, and language proficiency possible on a global scale within Partners
- Manages a team of people, ensuring they understand mandate and deliverables, are empowered to deliver, develop their skills, and receive performance feedback. Ensures this internal team accurately reflects the amount of headcount needed to maintain the high performance of the network
- Ensuring ongoing relationships with internal teams specialized on Market knowledge and function execution is translated into the best agents and profiles within the Partner network. Helps to establish process and workflow to ensure BPO Partners can handle change control and link contact/ customer information back for improvements
- Validate Partner invoices and ensures payment, overall tracking against forecasts, and is competitive for the market. Strategically plans longer term how to manage this footprint and allocations to ensure we cover business needs while also rewarding Partners that provide the best overall value of service
- Be a leader for BPO network in the EU, engaging with executives and driving strategy across Service and CX inclusive of our WFM, Enablement, Center of Excellence (COE), Vendor Operations, Marketplace, Opex, and Transformational teams
Ready to Apply?
Take the next step in your career journey
Stand out with a professional resume tailored for this role
