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.
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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: