KRA1
Vendor Relationship Management:
Develop and maintain strong relationships with external vendors, acting as the main point of contact for all vendor-related matters.
Collaborate with vendors to define and align sales goals, objectives, and performance metrics.
Conduct regular vendor meetings, performance reviews, and ongoing communication to ensure compliance with service level agreements (SLAs) and contract terms.
Address vendor concerns, resolve disputes, and mediate any conflicts that may arise.
KRA2
Performance Monitoring and Reporting:
Track and analyze key performance indicators (KPIs) to evaluate vendor performance, including sales conversion rates, call quality, customer satisfaction, and revenue targets.
Generate regular performance reports and dashboards, identifying trends, insights, and areas for improvement.
Conduct root cause analysis to identify factors impacting performance, implementing corrective actions and process enhancements as necessary.
Provide feedback and recommendations to vendors on performance improvement strategies.
KRA3
Quality Assurance and Compliance:
Ensure vendors adhere to established sales processes, scripts, and compliance guidelines.
Conduct audits and quality assurance checks on vendor operations, monitoring call recordings, sales transactions, and adherence to regulatory requirements.
Develop and implement training programs to enhance vendor performance, product knowledge, and sales techniques.
Stay updated on industry best practices and trends related to call center sales operations.
KRA4
Cross-functional Collaboration
Collaborate with internal stakeholders, including sales managers, marketing teams, and customer service departments, to align strategies and optimize the vendor partnership.
Participate in cross-functional projects, providing subject matter expertise and driving process improvements.
Foster effective communication channels to ensure a smooth flow of information between the organization and vendors.
