Vendor Performance Analyst

PURPOSE

This position requires results-driven and innovative skills. The primary objective of this position is to assist the Partner Manager with the analysis and resolution of issues affecting the Contact Center/Vendor, serving primarily as the channel across all services. In addition, the Analyst must monitor the effectiveness of business processes, make recommendations, and coordinate implementation for the system, process, and performance improvements resulting in timely and accurate completion of customer issues and meeting Contact Center/Vendor performance metrics.

Job Qualifications:

Graduate of any 4-year course2+ years of Contact Center experience supporting multiple channels (email, chat, customer service).Strong communication, analytical, and organizational skills. Ability to be flexible with schedule and work under high pressure in a complex environment.Ability to work in a fast-paced environment and manage multiple tasks in parallel.Strong computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint.Vendor/Outsourcing knowledge preferred

Job Descriptions:

Identify and track vendor performance KPIs against daily, weekly, and monthly targetsIdentify vendor growth bottlenecks and recommend strategic requirements for sustainable future growthProvide data and work with Partner Manager and vendor to review process recommendations to successfully meet and exceed results in all Vendor Metrics: customer satisfaction, quality, facilities, service levels, training, process & procedures, and management of multiple business lines.Assist in coordination with various departments to ensure smooth functioning of the vendor operationsWill review content used in customer service-related scenarios including training and developmental materials.Develop and execute effective reporting and assessment tools to minimize risk and identify areas of improvement. Provide recommendations to leadership and vendor in support of the account. Participate in weekly, monthly, and quarterly business reviews.Will identify and work on areas of improvement of vendor across various skills to achieve KPIs performancePerform other related duties as assigned. -

ABOUT US!No client is the same, so neither are our services.Converge creates relevant and affordable solutions for its clients, providing “best of breed” world-class ICT products and personalised services to its expanding list of partners.MISSION!Delighting our customers by taking care of our own.VISION!World class ICT organization that empowers people, businesses and the nation to be their best.VALUES!    I ntegrity   C ustomer Focus   T eamwork   E mpowerment   E xcellence   V elocity