Technical Support Center Supplier Coordinator
(German Speaking)
Our prestigious partner company is looking for a TSC Supplier Coordinator. As part of the Services Organization, the Supplier Coordinator oversees the Technical Support Center operations (TSC) located in European locations. The role does not include any direct reports or people management related tasks.
Benefits :
- Remote working opportunity
- Home office: 3 days in the office, 2 day home office
- Great learning and development opportunities International working environment
- Supportive work environment
- Open-Culture mindset
Key responsibilities:
- Monitoring and managing the activity and performance of the outsourced Contact Center Operations together with the cost of services in accordance with the Statement of Work
- Act as Interface between our client and Partner
- Managing the implementation of new services or processes
- Continuously improving Customer Experience
- Analyze and improve supporting procedures
- Act as interface and escalation point with partner for all matters: technical, process, systems, financial
- Coordinate regular operational reviews with partners
- Monitor key performance indicators and follow-up on action plans
- Manage operational cost: validate resource requirements and monthly invoices
- Track payment of invoices to partner and credit notes from partner to our client
- Ensure process and system change requirements are implemented by partner in due time
- Interface, establish and maintain effective working relationships with country management
- Contribute to teamwork, and cooperate with all members focusing on the entire EMEA Region
- Understand and apply systems, tools used by EMEA Service Organization (Dynamics CRM)
- Worldwide Cooperation: support and contribute to global Projects, establish efficient cooperation with headquarters and other GEOs
- Project management: initiate or coordinate and lead assigned contact center projects
- Focus on End-to-End customer satisfaction and processes with partners and in cooperation with the other departments
Requirements :
- 1+ years of experience in contact center environment and/or service delivery organization
- Third Level education preferably to business degree level
- Leadership experience is preferred (Level 2; Incident/Problem Manager; Team Coordinator; Team Leader/Supervisor, 1st line manager experience) however, there is no direct people management responsibility included in the TSC Supplier Coordinator position
- Experience in SSC environment, purchasing and vendor management is an advantage
- ISO 9001, Process management systems or LEAN concept knowledge is an advantage
- Fluent English and German language knowledge
- Any other European language supported in one of the TSC locations is an advantage
- Project management skills
- Pro-active working approach, sense to facilitate, problem solving attitude
- Excellent team player
- Comfortable working in a matrix organization
- Flexible with good negotiation skills
- Technical Skills: intermediate level in MS Word, Excel, and PowerPoint
- Siebel, SAP, Microsoft Dynamics knowledge is an advantage
- ISO, COPC, BPMN knowledge is an advantage
