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Quest

Senior Manager - Partner Management

Quest

  • R Undisclosed
  • Contract Senior position
  • Braamfontein (Braampark)
  • Posted 04 Sep 2025 by Quest
  • Expires in 34 days
  • Job 2621405 - Ref 705443896648059
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About the position



Key Duties and Responsibilities:

  • Lead account and relationship management for key outsourced partners.
  • Develop and execute medium-to-long-term strategies to enable differentiation through partnership.
  • Drive operational excellence across partner accounts (QA, WFM, invoicing, reporting, SLA performance).
  • Analyse performance data and provide actionable insights to stakeholders.
  • Oversee budgeting, cost optimisation, and ROI for outsourced partner projects.
  • Initiate and maintain service improvement plans to enhance customer service delivery.
  • Manage escalations, contracts, and negotiations with partners.
  • Build and sustain strong relationships with partners, stakeholders, and leadership.
  • Coach and develop internal and partner teams to drive a culture of high performance and accountability.
Core Competencies

  • Expert level: Contract Management, Strategic Thinking, Communication, Customer Obsession, Data Analysis, Negotiation, Service Modelling.
  • Intermediate to Advanced: Operational Planning, Cloud Partnership Management, Data Visualisation & Storytelling.


Minimum Requirements:

  • Bachelor's degree in Finance, Business, or Call Centre Management (Postgraduate degree an advantage).
  • 5 years' experience in Partner Management in a call/contact centre within telecoms, with at least 4 years in a senior leadership role.
  • Proven exposure to national and international trends in partner management, strategy, and operations.
  • Strong background in marketing, customer service, and/or contact centre management.
  • Advanced numerical and analytical skills, with strong commercial and financial acumen.
  • High-level communication and stakeholder management experience.
Key Outcomes

  • Improved call centre metrics (FCR, AHT, SLA, customer satisfaction).
  • Accurate and fair billing and partner invoicing.
  • Improved ROI on outsourced projects.
  • Strengthened, sustainable partner relationships.
  • Increased staff productivity and retention.
  • Contribution to the organisation long term customer experience strategy.


Location:

  • Johannesburg
Job Type:

  • Contract
Workplace Type:

  • Hybrid
Experience Level:

  • Intermediate
If you're ready to take your career to the next level and make an impact, apply today! You can send your CV to [Email Address Removed]

Desired Skills:

  • Contract Management
  • budgeting
  • Finance
  • Contact Centre
  • Marketing

Desired Qualification Level:

  • Degree

Apply Now

Quest

About the agency

For over 50 years, Quest has provided excellent temporary recruitment services. Our experienced and highly skilled consultants know that you need a flexible and bespoke approach to temporary recruitment to find the right match for your company. We do more than just recruit, we are also pioneers in specialist recruitment who can help you optimise your recruitment strategy and support you through the entire process. Our consultants pride themselves on building strong and lasting relationships and solidifying our national and local networks. Enabling business through talent Quest is South Africa’s leading provider of scalable recruitment and staffing solutions for Frontline customer service, Sales, Marketing and Support staff. Its primary services are Bulk Recruitment Solutions (Perm and temp), Field Marketing Solutions, Human Resource Outsourcing, Recruitment Process Outsourcing and Staff Optimisation Solutions. All of this is geared towards “enabling business through talent”. B-BBEE Credentials We are a 59,03% black owned company, with 49,39% black female ownership and a Level 1 B-BBEE Contributor status, allowing for 135% procurement recognition. We have an extensive presence in South Africa and the continent, with a database of over 150 000 qualified candidates. Our industry experience and extensive IT infrastructure have allowed us to turn talent acquisition into a science. For clients, this means improved request-to-delivery turnaround time; saving money and improving agility. For candidates, this means you are more likely to find an employer who matches your career needs. Quest has always been at the forefront of innovation in the recruitment industry. Our attitude of constant assessment and adjustment to the needs of the modern business has put us first in South Africa: - To offer optimised staffing solutions - To offer specialised call centre staffing solutions

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