Posted in Other 30+ days ago.
Location: Bedminster, New Jersey
Overall Purpose: Manages external vendor call center relationships and is responsible for the delivery of contracted performance management results. Key Roles and Responsibilities: Primary responsibility is to manage the relationship and provide operational leadership to assigned external vendor call centers. Establishes requirements and audits to ensure targeted performance metrics are accomplished. Assesses operational effectiveness and provides ongoing feedback by creating and reviewing metric reports to identify potential performance concerns or opportunities. Implement and oversee performance initiatives providing leadership status reports and adjust tactical approach based on performance needs or opportunity. Ensures the operational efficiency and the direction of each center is in alignment with ATT policies and practices. Establishes system procedures to ensure overall quality of services. Facilitates development of teams, partner relationships with vendors, and maintains relationships for long term contracts. Identifies and determines best approach relating to new product and service launches. Leads communications of Vendor forecasts. Education: Typically requires a Bachelors Degree. Experience: Typically requires 2 to 4 years of Vendor Management experience. Supervisory: No.
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Job Code - 32490401