-Serve as the main liaison between the outsourcing provider and the client, facilitating clear communication and ensuring both parties are aligned on expectations.
-Address and resolve operational issues, ensuring smooth operations and efficient service delivery.
-Oversee all operational activities related to the outsourcing agreement, ensuring that services are delivered efficiently and effectively.
-Ensure that service delivery meets quality standards and any issues are promptly addressed.
-Collaborate with HR and other internal teams to forecast resource needs based on ongoing and upcoming projects
-Manage workforce planning to ensure appropriate staffing levels are maintained to meet client demands
-Take responsibility for managing invoicing and billing processes, ensuring timely and accurate invoicing for services provided.
Work closely with the finance team to resolve any billing discrepancies and ensure smooth financial operations
Prepare and submit regular reports on operational performance, project status, and any issues that need to be addressed.
Maintain detailed documentation of operational processes, ensuring compliance with internal and client standards
Identify operational challenges early, work with relevant teams to resolve issues, and ensure minimal disruption to service delivery.
Troubleshoot any problems that arise and implement solutions in a timely and efficient manner.
- Contribute to the development of strategic plans to improve operational efficiency and meet long-term client objectives.
Regularly engage with the client to understand evolving needs and adjust strategies accordingly.
Conduct regular quality checks to ensure that all services meet or exceed client expectations.
Implement continuous improvement practices to maintain service excellence.
- Develop and maintain strong relationships with key internal and external stakeholders to ensure seamless collaboration and service delivery.
Requirements :
Previous experience in operations or account management within an outsourcing environment.
Experience managing operations for large-scale clients, preferably within the telecom industry
Excellent communication and interpersonal skills, with the ability to effectively manage client and internal relationships.
Strong problem-solving skills and experience in addressing operational challenges.
Knowledge of invoicing, billing processes, and financial operations.
Ability to manage multiple projects simultaneously and meet deadlines in a fast-paced environment.
If your intereted please send your cv to whatsapp and mention " Customer success manager "
