Relationship Manager

4 semanas atrás

Curitiba, Paraná, Brasil bet365 Tempo inteiro
Who we are looking for A Relationship Manager, who will manage vendor relationships and drive Key Performance Indicators (KPIs) and operational excellence to positively impact the customer experience.

Join our Customer Services Operations department as we expand our capabilities in managing third-party relationships.

You will play a pivotal role in ensuring our Business Process Outsourcing (BPO) provider meets and exceeds the standards set for customer contact and support. Your work will directly influence our customers' satisfaction and the efficiency of our services.

You will manage vendor relationships, drive KPIs and operational excellence, participate in supporting procurement activities and collaborate with other operational teams to positively impact the customer experience.

This is a fantastic opportunity for someone with a passion for customer service excellence and a talent for relationship management. You will draw from your previous work experience in vendor or account management, BPO and contact centre management to manage relationships, think strategically, drive process improvements and make data-backed decisions.

Preferred Skills, Qualifications and Experience
Proven experience in Relationship Management, particularly with BPOs in Customer Service.
Strong understanding of customer service KPIs and metrics.
Experience in performance analysis and strategy development.
Strong negotiation and relationship management skills.
Excellent communication skills in Portuguese and English, both verbal and written.
Problem-solving mind-set with a focus on efficiency and customer satisfaction.
Experience in project management and process improvement.
Ability to work in a fast-paced environment and manage multiple priorities.
Ability to introduce changes to processes and report on effectiveness
CV to be submitted in English.

Main Responsibilities
Managing the relationship with our BPO provider to ensure high-quality customer contact and support.
Monitoring and reporting on performance against agreed KPIs.
Identifying areas for improvement and working with the third-party to implement changes.
Developing strategies to enhance our customer satisfaction and service efficiency.
Leading regular review meetings to discuss performance and future strategies.
Working closely with internal teams to align BPO activities with company objectives.
Ensuring compliance with Service Level Agreements (SLAs).
Providing insights and recommendations to senior management on BPO performance.
Implementing best practices in account and relationship management.
Driving continuous improvement initiatives with the BPO.

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