Call Centre Manager

As an Incident Management/Call Centre professional based in Bangalore, you will be responsible for managing vendors including ATM OEM's, CRA's, and network providers. Your key tasks will involve SLA management, project and customer management, as well as leading rollout and service projects in a multi-channel environment. You will also lead customer and vendor review meetings, develop service strategies, and establish executive dashboards and structured interface programs to track the health and profitability of each account. Additionally, you will be required to address any escalated contractual issues. Contract management will be a crucial aspect of your role, involving managing RFP's, tenders, contract commercial negotiations, and project management for implementing and managing services. You will also be responsible for the development of multivendor services for Diebold & Wincor machines, which includes tasks such as engineer hiring, setting up service centers and stocking locations/hubs, establishing call & SLA processes and tools, providing training and technical support, and managing spare parts. In the realm of field services management, you will be tasked with supporting business development for new opportunities and existing relationships. Supply chain management will also fall under your purview, encompassing vendor selection, development, and management while considering profitability, costs, and SLAs. Additionally, you will play a key role in managing stakeholders and building trusting relationships with suppliers and colleagues. Key skills required for this role include adaptability to work in a dynamic environment, effective communication and presentation skills, the ability to collaborate with functional teams, experience in business development, general management, and post-sales support, proficiency in operations and project management including planning, execution, and process automation, excellent customer management skills, extensive supply chain and management experience, driving growth and managing SLA negotiations, and strong commercial acumen and negotiation skills. The minimum education qualification for this position is any graduate with relevant experience (BE/MBA preferred).,