The JD of Outsourcer Management

[Evangeline Lee]

Recently, our company create a new position that is outsourcer management but we don't know how to write JD? we are appreciate if you can help, thanks!

[OffshoreMGR]

Here's the one that we use. TAC stands for Technical Assistance Center. Hope it's of help to you.




Acts as the primary poing of contact with local TAC (in-house or outsourced) supporting (Company Name) contact center operations. Will coordinates directly with local TAC management team in the maintenance and management of TAC's daily technical support operations, including, without limitations, case handling process, process management initiatives, service level performance, weekly customer satisfaction results, policies/procedures adherence & compliance, performance benchmarks, QA management, technical & new product training, product improvement initiatives, RMA improvement initiatives, key performance indicators, and other related activities. Also, coordinate with local TAC management team in daily, weekly and monthly capacity planning in connection with staffing needs, recruitment, call volume allocation, and forecast planning. Coordinates directly with local TAC management team on recruitment related activities limited to recruiting, candidate interview and new employee orientation process. Coordinates directly with local TAC management team on training related activities including technical, new products and softskill trainings. Observes all aspects of local TAC operation and communicates & coordinates with (Company Name) HQ Customer Advocacy Dept in connection with strategic or tactical issues & resolutions, improvement initiative recommendations, and performance measurements. Requires frequent business travels among TAC sites; vast majority of responsibilities are to be conducted on TAC site.Other managerial or operational duties as needed, required and/or assigned

Qualifications:
• 5+ years program management experience dealing with customers/accounts and internal/outsourcing management or executive teams; international program management experience a plus
• BA/BS or equivalent in related field, MBA a plus
• DMAIC training/knowledge or Six Sigma (green belt or above) a plus
• Strong data mining/collection/reporting and analytical skills required
• Strong experience in balancing business requirements and internal/outsourcing resource allocation to achieve desired results
• Call center management experience not required, but a plus
• Excellent people and program management skills and experience
• Must be able to understand and carry out verbal and written instructions
• Must be able to communicate effectively both verbally and in writing with all levels of staff
• Excellent organizational and analytical skills, as well as the ability to perform/provide results in a fast paced, team environment
• Excellent and experience in dealing with unusual & conflicting customer/product issues
• Must be flexible in work schedule to meet operational needs
Rewards:We offer a total compensation package that includes a competitive salary, short and long-term incentive plans and a wide array of benefits.