西安招聘

Management responsibilities
CRC Management:
-Outsourcing Manager: provide visibility and insights
-Quality Manager: coordination of the know-how transfer
Other market functions:
-IT: monitoring and providing Partner’s staff with access to Nespresso tools & applications(account creations/deletion requests)
-Learning and development: coordination of training plan for the outsourcers.

Operational Responsibilities
1. Provide daily operation support and develop Nespresso expertise at the outsourcing partners. Serve as primary Nespresso operational expert, providing general operational and procedural support and supporting them in the resolution of complex cases.
- Build and develop strong relationships with the operational leadership teams (Team Leaders and Operations Managers) while ensuring daily reporting to the Outsourcing Manager and escalating alerts when necessary.
- Ensure information is circulated in a clear and workable format and inform Partners about new procedures and policies in a timely manner.
2. Support the workforce management team in steering and monitoring daily flow allocation, in line with forecasted outsourcing volumes and budget.
3. Support the Outsourcing Manager in steering the Outsourcing Partners activity and monitor performance management
- Contribute to the governance of the contract with the Outsourcing Manager. Preparing and attending key meetings (weekly production conference call, monthly steering meeting) .Ensuring the daily reporting of the activity. Drafting/contributing to following-up on monthly volume forecasts
- Ensure organization of relevant trainings and coaching actions and coordinate their deployment, in particular: Induction trainings for new hires of Outsourcing Partners. On-going trainings for existing teams of Outsourcing Partners
- Support the Outsourcing Manager in creating an emulating environment to foster best practices sharing & operations improvement among Outsourcing Partners.
4. Ensure quality of the service delivered and compliance of the Outsourcing Partners against Nespresso standards and requirements
- Participate in to the monitoring of calls and calibration of the results between Nespresso and the Outsourcing Partners.
- Monitor the adherence to contractual SLAs of each Outsourcing Partner and associated service level KPIs.
- Identify skill and knowledge gaps at the Outsourcing Partners' and propose corrective actions.
- Ensure the process and framework are compliant with Nespresso requirements, identify areas of optimization and associated root causes in order to define corrective actions.
- Support the Outsourcing Manager in the development of a compliance control framework and monitor ongoing (e.g. PCI DSS, GDPR, etc.).

Knowledge and Professional skills：
University graduate or experience of working to a similar level in a contact center and/or third party relationship management
· Ability to work across business lines and collaborate efforts across multi-functional teams
· Strong analytical skills and attention to details
· Ability to identify, develop and implement operational improvements
· Ability to effectively lead and/or facilitate groups to collaborate on decision making and goal achievement
· Basic knowledge in telephone business (equipment and software)
· Basic knowledge in project management
· Basic knowledge in outsourcing management is an asset
· Detailed knowledge with the Windows environment
· Good written and oral English
· Excellent verbal and written communication  

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