Vendor Manager

4 weken geleden

Amsterdam, Nederland Adevinta Voltijd

At Marktplaats BV we are looking for a Vendor Manager to join our team in Amsterdam. Be aware that this is a hybrid role (2-3 days in the office), reporting directly to the Head of Customer Support, therefore you will have to come to our offices based in Amsterdam.

As a channel Manager for our Contact Center, you will help manage relationships with third-party vendors who provide contact center services to our organization. You will ensure that our vendors meet service level agreements (SLAs), maintain high-quality standards, and continuously improve their performance to meet the evolving needs of our business and customers. You will have a strong background in vendor management, exceptional communication skills, and a deep understanding of contact center operations.

What you'll do:

  • Vendor Relationship Management:

    - You will develop and maintain strong relationships with third-party contact center vendors.

    - You will serve as the primary point of contact for vendor communications, escalations, and issue resolution.

    - You will conduct regular performance reviews and collaborate with vendors to implement improvement plans as needed.

    • Performance Monitoring and Reporting:

      - Monitor vendor performance against SLAs and key performance indicators (KPIs).

      - You will analyze performance data to identify trends, areas for improvement, and opportunities for optimization.

      - You will prepare regular reports and presentations for stakeholders highlighting vendor performance and recommendations for improvement.

      • Contract Management:

        - Manage vendor contracts, including negotiation, renewal, and termination processes.

        - You will ensure that contracts accurately reflect service level requirements and performance expectations.

        - You will work closely with legal and procurement teams to finalize contract terms and resolve any contractual disputes.

        • Quality Assurance:

          - You will implement quality assurance processes to ensure that vendor services meet established standards.

          - You will conduct regular audits and evaluations of vendor interactions to assess quality and compliance.

          - You will provide feedback and coaching to vendors to address performance gaps and improve service delivery.

          • Vendor Onboarding and Training:

            - Facilitate the onboarding process for new contact center vendors, including training and orientation.

            - Ensure that vendors understand our company’s policies, procedures, and service expectations.

            - Collaborate with internal teams to develop training materials and resources for vendor staff.

            • Continuous Improvement:

              - Proactively identify opportunities to optimize contact center operations and enhance customer experience.

              - Lead or participate in initiatives aimed at improving vendor performance and operational efficiency.

              - Stay current on industry best practices and emerging trends in contact center management.

              • Qualifications:
                 

              • Bachelor’s degree in business administration, management, or a related field (Master’s degree preferred).

            • 5 to 10 years experience in vendor management, preferably in a contact center or customer service environment.

          • Experience with contact center operations, including workforce management, technology platforms, and performance metrics.

        • Excellent analytical skills with the ability to interpret data, identify insights, and make data-driven recommendations.

      • Exceptional communication skills, both verbal and written, with the ability to effectively work with all partners.

    • Negotiation skills, with the ability to manage relationships and drive results.

  • Detail-oriented with strong organizational and project management skills.

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