Job Description
Responsibilities:
- Call Management – Update relevant call management systems at least once a day with relevant information
- SLA Management: Monitor and manage client SLAs, ensuring compliance and addressing any issues promptly
- Updates and Reporting: Provide regular updates and reports on vendor performance and call management
- Assignment of Calls: Assign calls to the appropriate team members or vendors and ensure timely resolution
- Handling Complaints and Escalations: Address complaints, queries, and escalations effectively
- Manage and maintain relationships with vendors.
- Coordinate and oversee vendor-related activities and projects.
- Ensure compliance with company policies and procedures.
- Monitor vendor performance and address any issues or concerns.
- Collaborate with internal teams to ensure seamless vendor operations.
- Coordinate, manage and approve quotes, monthly vendor billing
Requirements:
- IT or Computer science degree/diploma
- Strong communication and interpersonal skills.
- Experience in vendor management or a related field.
- Ability to work independently and as part of a team.
- Excellent organizational and problem-solving abilities.
- Proficiency in relevant software and tools.
Skills:
- Negotiation and conflict resolution.
- Project management.
- Data analysis and reporting.
- Time management and multitasking.
- Customer service orientation.
Competencies and behaviours for success:
- Customer-Centricity: Passion for delivering exceptional user experiences and driving customer satisfaction.
- Continuous Learning: Drive your learning journey with the team / stakeholders and your own learning by staying up to date with industry trends, best practices, and emerging technologies.
- Collaborative Mindset: Ability to work effectively with cross-functional teams, stakeholders, and vendors.
- Innovative Thinking: Willingness to explore new technologies, solutions, and processes to improve service delivery.
- Analytical Problem-Solving: Ability to analyse complex technical issues, identify root causes, and develop effective solutions.
- Adaptability: Flexibility to adapt to changing priorities, technologies, and business requirements.
- Effective Communication: Ability to articulate technical concepts to non-technical stakeholders and communicate effectively with diverse teams.
- Proactive Approach: Willingness to take initiative, identify areas for improvement, and propose solutions.
- Results-Driven: Focus on achieving business objectives, meeting SLAs, and delivering high-quality solutions.
- Resilience: Ability to handle pressure, prioritize tasks, and manage deadlines in a fast-paced environment.
Closing date full time