Outsource Partner Vendor Specialist
Ryanair, Hungary
Job Description
Ryanair, Europe’s largest airline, is looking for an ambitious, driven and hardworking professional to join Europe’s busiest customer service team as a Outsource Partner Vendor Specialist based in Hungary.
At Ryanair, we owe our success to the efficiency of our organizational processes. To help maintain and grow this standard, we’re seeking a vendor specialist to oversee daily activities of the outsource partner Transcosmos. An ideal candidate will work within the Operations Team based in Hungary, and therefore the ability to think on your feet and experience working in a fast-paced environment is essential. A strong business acumen is a must. The ideal candidate needs to have excellent communication and organisational skills and have the ability to work across all areas of the business, highly skilled in human resources, finance, and Contact Centre management.
An ideal candidate, must have a customer first outlook, demonstrate excellent interpersonal and communication skills (both written and verbal); have a strong knowledge of contact centre management, have excellent organisational and time management skills and have the ability to produce and publish performance report and updates across all reporting platforms.
Requirements
- Track staffing requirements, hiring new employees as needed and working with the vendor partner Transcosmos to ensure their resource plans are on track and timely to ensure great service level performance.
- Maintain constant communication with management in Dublin HQ, staff, and vendor Ops team/Senior management to ensure effective operations, performance delivery, KPI adherence.
- Develop, implement, and maintain quality assurance protocols that delivery the target CSAT across the agent population
- Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity to scale to 225 Million customers.
- Actively pursue strategic and operational objectives that fit with the goals of the organisation.
Daily and Monthly Responsibilities
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of clear goals and objectives for all direct reports
- Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
- Support the monitoring of outsourced functions by collecting, storing control records and analysing business service KPIs and metrics
Benefits
Salary: Competitive salary including airline benefits.