Ramy Rashed

Vendor Management SR.SupervisorFull Time

• Job Details:Role Purpose Surpassing customer expectations and maintaining this superior customer satisfaction level through effective supervision of the outsourced call Centre agents Essence of Role/Key Accountabilities Act as a single point of contact between Vendors and Vodafone (Contracts- Bills- PRs- etc…) • Manage the process and operations of outsourcing out of premises. • Gain a clear understanding of the business and operational environment of the Outsourced Partners with respect to business with Vodafone. This will encompass on premises involvement in the Outsourced Partners businesses to understand their environment and issues. • Collect and analyze the results of outsourcing area and set plans and conduct training to enhance the performance. • Set the selection criteria for outsourcing agents, interview and conduct initial and on job training 1.Optimize all operational functions between Outsourced Partners and Vodafone • Review and action Outsourced teams reporting– daily/weekly/monthly • Agree with vendors on specific KPIs and targets, set penalties on the contract for targets not achieved and follow up on the implementation of this task. • Support all initiatives and projects needed to be handled by outsourcing through providing all supply management related issues. • Provide consultation and reporting to help in processing all invoicing requirements for Outsourced Partners • Ensure alignment between Vodafone goals, values and constantly improving Customer Experience • Own the hiring and selection process for partners with full alignment with HR and work as an entry level for all COPS department. • Ensure the delivery of new products/policies through the implementation team. • In conjunction with the Outsourced teams, implement projects/programs which will ensure consistency in customer experience • Ensure effective and efficient day to day performance of outsourced Call Center representatives. • Monitoring the quality and effectiveness of the training on products and services. 2.Communication And Operational Management Facilitate effective communication flow from key internal stakeholders and departments to and from the Outsourced teams • Make regular reports to the Outsourcing Call Center Manager and also advise ad hoc and in a timely manner, any issues likely to affect the relationship between Vodafone and the Partner. Coordinate best practice within and across teams and communicates performance standards • Escalates upwards problems/ issues needing significant decisions • Efficient and effective achievement of approved service level, utilizing all tools, and proposing new tactics to ensure meeting the best SL management and the effective implementation of corrective and preventive actions for SL drops 3.Suppliers’ management Business Partners’ (service providers) relationship management” • Assist in the selection process for partners in all temporary and ongoing projects • Assist in the prices negotiation and finalizing contract requirements with vendors • Work as an account manager in all issues related to Vodafone. • Handle the contracting process for outsourced partners in all temporary and ongoing projects (Business cases, , legal issues, procurement, etc)