Channel Help Desk Expert

Description

DUTIES & AND RESPONSIBILITIES:

VENDOR MANAGEMENT

Manages and ensures the vendor's timely delivery of quality technical, non-technical support and user access requests. 
Ensures Service Level Agreements (SLAs) and KPIs are met for their respective verticals to establish problem resolution and timeframes that result in customer satisfaction.

Monitors the quality of the service that the vendor provides to the channels. 
Monitors vendor and support groups handling processes and issue escalations if within the agreed processes and timelines. Escalates if needed.
Ensures vendor compliance to key deliverables and output.
Conducts weekly/monthly/quarterly performance review with vendor operations team.
Cascades the handling processes, new programs and updates to the vendor operations team.
Provides full operational support and recommends handling process improvement for operational efficienci...