Call Centre Contract Manager

A company based in the Midlands are looking for a Contract Manager from a Call/Contact Centre background.

Experience of managing the process of creation, negotiation and the on-going management of Commercial Contracts delivering excellent customer service, value for money and safety performance whilst ensuring adherence to Corporate Governance.
This shall include Budgetary Control and Business Risk Processes, the primary role being to ensure commercial integrity on all matters and contracts within the annual £100m Commercial spend.

Ensuring that commercial contracts remain compliant with corporate governance model, meeting all contractual, commercial, legal and regulatory requirements and obligations and actual contract spend is within its authorised budget and any potential under/overspend is managed within that governance.

Outsource service relationship management of front and Back Office operations (Outsourced Agency/Business Process Outsource/Contact Centres)
Managing a high volume multi-disciplined in house or outsourced Call Centre operation of over 250 FTE

Contributing to the outsource tendering life cycle, to include:
a. Scope of service
b. PREPARATION OF PQQ/RFI/RFP
c. Stakeholder communication/facilitation
d. Evaluation of submissions and recommendation

Developing service level agreements and risk and reward or gain share programs
Managing vendor business improvement programs

ESSENTIAL SKILLS:

Managing or mobilising a contact centre
Must know the commercial drivers for a contact centre
Commercial contract management

NOT LOOKING FOR PROCUREMENT PROJECT MANAGERS