Offshore Partner Lead

Here at Three, we’ve done things differently since day one.
We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a supercharged and rich learning environment. We want you to become the best version of yourself.

Join us as an Offshore Partner Lead
Three Ireland is seeking an experienced Offshore Lead who can support us in delivering an effortless customer service experience from our teams offshore across voice & messaging touchpoints, working closely with our wider commercial teams to deliver a connected and effortless omni channel experience on all customer interactions. The offshore manage will be responsible for the management of the operation and the delivery of core KPI’s across both Service, Sales, and Retention activities.

In this role, you will be responsible for developing and managing relationships with our outsourcing partners, as well as overseeing the day-to-day operations of our outsourcing team. The ideal candidate will have a strong background in project management, vendor management, and process improvement. They will also have excellent communication and negotiation skills, as well as the ability to work effectively with cross-functional teams.

Offering an exceptional Service is everything for us at Three Ireland and differentiates us from other operators in the market. The voice of our customers is heard and acted upon across the organization, this role will manage and facilitate that ethos.

What else it involves

• Expected to travel offshore up to 4 times per year
• Act as Outsourcing Arrangement Owners (OAOs) in the performance of outsourced activities and provide Ad-Hoc, daily, weekly analysis into TechM performance.
• Accountable for contributing to and driving the strategy and measurement of customer experience for Three Ireland, driving and supporting the delivery of a best-in-class experience.
• Manage and support the end-to-end performance in Mumbai as outlined in the Service agreement and participation in Daily, Weekly, monthly, and quarterly business reviews.
• Understand and ensure controls and procedures are followed and evidenced accurately and timely working with the Mumbai Quality and Training team.
• Ensure service and sales targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
• Build on already established good working relationships with key internal support teams to embed a performance culture and framework, and review processes to achieve service levels and improvements against set targets.
• Work with revenue teams on achievement of save & sales targets.
• Ensure that all activities such as engagement, quality and reporting are aligned.
• Enhance the department's effectiveness, efficiency, and reputation by exploring opportunities to add value to processes, seeking out opportunities to increase CARE, Effort, RFT and CX results, working with and supporting assisted teams to deliver service excellence.
• Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre.
• Management of vendors across inhouse and offshore service models.
• Represent the needs of our customers on both internal and external projects.
• Act as the primary contact for all escalations complaints and process improvements.
• Build and maintain effective internal and external stakeholder relationships.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with the Resource & Budget Planning team to ensure the most effective resource plans are developed and achieved combined with delivery on our OpEx targets.

The skills we are looking for

• Effective communicator: excellent verbal and written communication skills with ability to convey messages in a clear and efficient manner.
• Highly impactful professional with strong track record in developing partner strategies in a similar role within the telecoms space.
• Strong relationship management skills and ability to operate across multiple teams & disciplines.
• Proven team working skills with ability to develop and motivate a high-performance culture.
• Commercially astute and able to manage customer experience motivated operations.
• As the role requires management of a diverse range of internal stakeholders and third-party suppliers exceptional interpersonal, networking, negotiation and influencing skills are essential.
• Proven track record of driving change and results in a call centre environment.
• Ability to investigate data, identify trends, and make data-motivated choices.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Proven experience managing outsourced vendors and service providers
• Demonstrated ability to manage multiple projects simultaneously and meet deadlines

Qualifications

• Bachelor’s degree in business or related field
• 7+ years of experience in contact centre vendor management
• Level 5 certificate in Contact Centre Operations (an advantage)

Benefits of Working at Three

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (2/3 days per week office based). Please see job description for the office location of this role
• Competitive salary, annual performance bonus & pension contribution
  
• 25 days holidays plus 2.5 company days
• Annual Leave buy or sell (buy or sell up to 5 days AL each year)
• Healthcare Insurance through our flexible benefits programme
• Life assurance, phone & laptop, subsidized canteen
• Access to learning & development tools such as LinkedIn Learning
• Free on-site parking

There’s a lot more to us than meets the eye.

You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. #Jobs Apply now at: https://www.three.ie/careers #THREE 

Three Ireland is proud to be an equal opportunities employer. If you do not ‘tick every box’ in the job description above, there are likely other valuable attributes and skills you have that would make you a great fit for the team. If you feel this role is for you, then please apply! We are committed to equal employment and growing a diverse workforce.
 We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status, civil status or membership of the traveler community, and we want our teams to reflect this!
If you require reasonable adjustments at interview, please let us know when scheduling your interview, or alternatively please email recruitment.support@three.ie