What you’ll Do

Vendor Management :

• Oversee vendor case performance and ensure adherence to timelines.
• Manage vendor relationships and handle vendor-related issues efficiently.
• Handle contract management with vendors, ensuring compliance with terms and condition

Requirement Gathering and Documentation :

• Create and manage Requests for Proposal (RFPs) to meet business needs.
• Develop detailed business requirements documentation

Stakeholder Management :

• Maintain effective communication with stakeholders to manage expectations and project progress.
• Collaborate with internal stakeholders to ensure alignment and understanding of project goals.
• Control user requests and settle requirements from all stakeholders effectively.
• Oversee business risks associated with requirements and provide appropriate mitigation.

CX System Management :

• Review and prioritize sprint backlogs for CX systems, including CRM and Telephony.
• Ensure the CX systems are optimized for performance and user experience.
• Monitor system downtime and work to minimize incidents.
• Implement measures to emphasize and improve system performance

UAT Management :

• Oversee the User Acceptance Testing (UAT) process, ensuring all tests are thorough and comprehensive.
• Develop, review, and approve UAT test scripts and test cases to validate system functionality against business requirements.
• Coordinate UAT activities, including scheduling, resource allocation, and issue resolution.
• Ensure timely execution of UAT phases and track defects to closure

Change Request Managemen :

• Control and manage change requests, ensuring no unauthorized changes are allowed.
• Ensure strict adherence to project scope and requirement settlements.

Cross-functional Collaboration :

• Work closely with the Product and Engineering teams to ensure seamless project execution.
• Facilitate cross-team cooperation to achieve project milestones.

Support Function :

• Act as a crucial part of the support function for the CX team.
• Ensure the customer support operations run smoothly and efficiently.

Project and Task Management :

• Manage projects effectively, track tasks, and ensure timely completion.
• Provide regular updates and reports on project status, risks, and issues.

Team Managemen

• Manage the team effectively and track daily performance.
• Provide leadership and guidance to team members to enhance productivity and performance.

What you’ll Need :

• Proven experience in vendor management and handling vendor performance issues.
• Strong ability to create RFPs and business requirement documents.
• Excellent communication and stakeholder management skills.
• Experience in reviewing and prioritizing system sprints and backlogs, particularly in CRM and Telephony systems.
• Experience in supporting customer support operations and ensuring seamless CX team functions.
• Skilled in monitoring system performance and minimizing downtime and incidents.
• Proven ability to control and manage change requests, ensuring strict adherence to project scope.
• Ability to oversee business risks associated with requirements and provide appropriate mitigations.
• Proficient in project management and task tracking.
• Experience in contract management with vendors, ensuring compliance with terms and conditions.

Preferred Skills :

• Project Management Certification (PMP, PRINCE2, or equivalent) is a plus.Experience in the CX industry or related field.
• Familiarity with agile methodologies and sprint management.
• Personality: Enjoys working with and leading a team.
• Behavior matters: Professional demeanor and positive interpersonal skills.
• Can-do attitude: Proactive and willing to take initiative.