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.
