Are you an empathetic, results-driven leader passionate about refining global customer experiences? EliteHire Solutions is seeking an Outsource Performance Manager for our client’s Global Customer Service team. Join our client in shaping exceptional customer interactions worldwide.

Why Choose Our Client:

  • Thriving Culture: Embrace unity, trust, and a continuous drive for growth.
  • Impactful Role: Influence and optimize customer service on a global scale.
  • Growth Opportunities: Contribute to an expanding and evolving global entity.

Role Overview:

As the Outsource Performance Manager, collaborate with outsourced vendors to ensure achievement with performance, efficiency, and satisfaction metrics. Your contribution will directly impact our client’s mission to deliver exceptional global customer experiences.

Responsibilities:

  • Collaborate with outsourced vendors, aligning with CS Leaders to meet performance, efficiency, and satisfaction targets.
  • Cultivate a culture of continuous improvement in outsource performance, overcoming challenges, and optimizing efficiency and quality.
  • Develop and manage action plans for areas of low performance, ensuring timely resolutions.
  • Provide operational support for process changes, policy updates, escalations, approvals, reviews, and error management.
  • Expand knowledge on best practices, services, and tools for outsourcing, proactively recommending solutions.
  • Conduct daily touchpoints and weekly performance reviews with outsource partners, promptly addressing escalations.

Qualifications:

  • Demonstrated experience in outsourcing services management is preferred.
  • Strong organizational, problem-solving, and detail-oriented skills.
  • Proven ability to work independently and take ownership of outcomes.
  • Excellent communication, decision making, and conflict resolution skills.
  • Willingness to travel occasionally based on business needs.

Join Us Today:

Be a part of EliteHire Solutions and contribute to our client’s mission to redefine global customer service. If you’re prepared to make an impact and drive excellence, apply now.

Note: This is a full-time position, flexibility in scheduling required, with occasional travel required.

To apply for this job email your details to lance.branford@elitehireaz.com


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