Manager-WFM- Commercial

Description

Manager-WFM- Commercial

You are Responsible for

• To work closely with OSPs and Fk Partner Management and develop the process of Monthly Billing workings, Partner invoicing, Payments end to-end.
• Work on required documentation/ system flows in the Fk system for processing the payouts.
• Ensure Monthly accruals on Billing are provided to Finance team as per timelines ; ensure accuracy on the accruals vs actual expenses for the month
• Closely with Central Procurement team for closing Partner LOIs/ Contracts with required timelines
• Understand the learnings from the Monthly Billing and translate the learnings into Operational planning and Contractual terms and conditions.
• Collaborate with various functions of CX in gathering necessary cost inputs & translate these inputs into cost estimates for Qtrly/Semi/Annual Operating Plan & On-going Refresher plans.
• Closely work with WFM team in ensuring the monthly forecast is in line with AOP forecast & understand the deviation in forecast & suggest corrective actions.
• Formulation of partner levels performance scorecards w.r.t MSA Compliance, Occupancy & Cost Metrics etc. thereby improve the overall process efficiency.
• Preparation of business decks for monthly reviews on the key cost drivers for CX function – specifically w.r.t partner related pay outs.
• Ensure timely closure of operational related Reward & Penalty pay-outs for FK partners in line with the Master Service Agreement.
• Participate in weekly partner calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience.
• Ensure OSP governance w.r.t MSA/LOI for the smooth functioning of business & statutory compliance.

To succeed in this role – you should have the following:

• 7-9 years of experience after Graduation (or) 6-7 years of experience after Post-Graduation in Management (MBA or PGDM).
• Should have experience and proficiency in working with Outsourced partners in the areas – Commercials, Billing, Invoicing.
• Excellent understanding of Contact center Operational metrics, Commercial models, process flows in invoicing partners, would be desirable.
• Should have excellent relationship management, analytical and communication skills.
• Excellent written & verbal communication skills.
• Proficient in MS Office specifically working in spreadsheets.

Skills Required

WFM, Commercials, Billing, Invoicing, Contact center Operation

Education/Qualification

MBA

Desirable Skills

Excellent understanding of Contact center Operational metrics, Commercial models, process flows in invoicing partners