Primary Responsibilities:

Vendor Relationship Management –
Serve as the primary point of contact for outsourced call centre partners.
Build solid, collaborative relationships with vendor leadership teams
Conduct regular reviews to assess performance and provide strategic inputs on improvement

Performance Monitoring & SLA Management - Track and analyse vendor KPIs -
Service Level (SL)
Average Handling Time (AHT) – for LOBs with voice channels
First Time Right (FTR)
Customer Satisfaction (CSAT)
Root cause analysis
Quality, identify performance gaps and implement corrective action plans

Continuous Improvement -
Identify opportunities for process optimization
Lead improvement initiatives
Support implementation of new tools, systems, or workflows

Financial oversight –
Validate vendor billing as per terms for accuracy
Drive cost optimization

Core Competencies -
Vendor Management




Building High Performance Teams
Data Analysis
Negotiation Skills
Performance Optimization
Collaboration & Stakeholder Management

Preferred Qualifications and Experience
Proven track record in coaching agents, inspiring teams, and managing performance through feedback and development programs
Strong communication, problem-solving, and interpersonal skills.
Expertise in monitoring KPIs such as CSAT, NPS, and agent turnover, using data to identify trends and optimize processes
Ability to manage multiple escalations simultaneously in a high-pressure setting.
Experience streamlining workflows, forecasting call volumes, scheduling, and integrating tools like AI for quality assurance.

📌 Director I Customer Service Gurugram (India)
🏢 Tata Digital
📍 India