Contact Center Performance & Vendor Manager

Pracovní nabídka

Location: Prague or Hradec Kralove, Czech Republic

Type: Full‑time

About the Role

This strategic role focuses on governing and optimizing outsourced Customer Service Center operations by partnering closely with our call center service provider to ensure exceptional service quality, strong commercial performance, and full compliance with company standards. As the key liaison between our company and the provider, you will drive performance through collaboration—aligning on capacity planning, campaign deployment, and KPI improvement—while safeguarding consumer experience and cost efficiency. The role also includes leading a small internal team, managing the CSC operations budget, and working closely with global and local stakeholders to ensure smooth execution and continuous improvement.

Key Responsibilities

· Vendor Governance & Collaboration: Serve as the primary point of contact for the call center service provider. Lead governance routines, conduct regular on-site visits (Hradec Kralove & Brno), and negotiate improvements in processes, capability, and cost efficiency.

· Performance Management: Monitor KPIs and campaign results daily, identify root causes of deviations, and drive corrective actions to achieve service and sales targets.

· Capacity Planning: Build accurate forecasts and align with the service provider on staffing, scheduling, and skill mix to maintain service levels and campaign delivery.

· Budget Ownership: Manage operations budget, validate invoices, and identify productivity opportunities without compromising quality or revenue.

· Compliance & SOPs: Ensure strict adherence to company guidelines and regulatory requirements.

· Stakeholder Engagement: Collaborate with local commercial teams and global teams to align priorities and communicate performance clearly.

· Continuous Improvement: Drive process simplification, automation, and best‑practice adoption to enhance consumer experience and efficiency.

What You’ll Bring

· Education: Secondary school or Bachelor’s degree in Business Administration, Management, or related field.

· Experience: 3+ years in contact center operations with outsourced vendor management, proven track record in leading Inbound & Outbound performance.

· Languages: Native Czech and fluent English (B2+).

· Skills: Strong leadership, analytical and financial acumen, excellent communication and negotiation skills, and willingness to travel regularly to provider sites.

Ready to make an impact? Apply now and help us deliver a best-in-class consumer experience while driving commercial success.