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Outsourced Relationship Manager (Contact Centre)

About the Role

I am currently recruiting exclusively for an Outsourced Relationship Manager (Contact Centre) to join a growth focused vibrant and energetic business based within Portsmouth. This role is paying between £35,000 - £40,000 + 15% bonus + Private healthcare + pension contribution as well as a whole host of other benefits.

As the outsourced relationship manager (Contact Centre) you will be responsible for the outsourcer relationship who are currently at 15fte in their outbound contact centre however in this role one of your tasks will be to grow this. The outsourced provider is currently outbound sales focused so prior experience in this is a pre-requisite. You will be tasked to maximise the investment in the contact centre supplier to deliver the best possible outcome for both parties and continuously improve commercial and customer outcomes. An operational role that will require you to ensure the supplier is working to KPIs, as well as ensuring the customer experience is the best.

Ideally you will have managed a third party outbound contact centre for a minimum of 2 years.

Main Responsibilities:
• Manage the supplier relationship to ensure customer expectations are met, and that there is continuity in service
• Own and design the customer experience transformation strategy
• Ensue the supplier is trained properly to deliver the service, whilst also ensuring the cost of the supplier is kept within budget
• Work with the supplier to ensure current strategy is followed, and that by the end of the contract the contact centre is bought smoothly in house.
• Look at all customer touch points and ensure excellent customer experience
• Using MI to support continuous improvement, as well as evaluating internal and external customer satisfaction

Required Skills and Experience:

• Extensive supplier management experience – outsourced management
• Very strong stakeholder management experience
• Management of an Outbound sales team
• Contact centre management experience
• Senior management experience within contact centre and the ability to liaise confidently with very senior stakeholders.
• Budget management

This position is a fantastic opportunity to work with a forward thinking organisation who are going through a period of change. If you feel you would like to find out more, please get in touch with Joe Wrenn at Cactus Search.

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