Role and key responsibilities

Join our dynamic team as a Business Analyst, where you'll be instrumental in vendor success, orchestrating the perfect balance of capacity, cost, & quality. You will be the driving force behind setting up vendor operations & foster a culture of accountability and operational excellence & efficiency to help deliver top-notch service for client’s customers & partners.

The role will Not manage day2day delivery of case management but will set-up & maintain operations to support case delivery.

• Vendor Problem-backlog monitoring: VOM will champion the vendor problem-backlog initiative, ensuring compliance, driving improvements, and fostering a culture of accountability within the vendors. You will be the linchpin in maintaining quality and streamlining the problem backlog process from vendor perspective. 
• Monitor vendor adherence to contractual obligations regarding problem backlog management (TBD and dependent on contractual agreement) 
• Deliver constructive feedback to vendors on quality of their submissions and work collaboratively to enhance outcomes. 
• Produce monthly reports detailing vendor submission activity, follow-up actions, and progress. 
• Ensure equitable distribution of submissions across various sub-components.
• Regional Delivery teams are responsible for day2day case management/delivery. VOM will closely collaborate with Regional Delivery to align on their delivery priorities, issues and operational goals. 
• Responsible to manage operations for 2-3 QTC (Quote to cash) sub-components like Xaas, Order Booking, Order changes, Logistics, Invoice disputes. 
• Understand patterns of issues impacting vendor performance metrics and drive corrective actions o Responsible for global consistency on Rhythm of business across vendors & regions. 
• Orchestrate vendor capacity assessments & ensure optimal staffing & costs. 
• Monitor agent quality, automation deployment & automation effectiveness. 
• Transition management: End to end transition of work between vendors 
• Be the champion for vendors within client and advocating for their needs. 
• Approve and manage overtime and load-balancing, keeping our operations smooth and agile.
• Vendor relationship and vendor governance to ensure adherence to standards

Key Skills and knowledge:

• Mandatory past experience in the BPO/contact center  with domain expertise in  Order management (Quote 2 cash) providing customer support 
• Mandatory Past role: Team leader-operations in a contact center environment or customer service environment for >2yrs 
• This role will be part of the Vendor Success Management team that manages the global Operations of our outsourced partners. This is not a team manager role. 
• Work hours: 11am to 8pm. (work hours is flexible based on stakeholder and vendor meetings)
• Strong interpersonal/communication skills – verbal and written
• Highly organized with strong project and time management skills
• Responsive and timely in delivering commitments
• Advanced data analysis capabilities 
• Positive attitude and strong work ethic
• Knowledge of IT products and services (desired)

Educational Qualification:Graduate