Partner Manager (outsourcing partners) – Den Haag / Hybride

Partner Manager (outsourcing partners) – Den Haag / Hybride Image

Intro (formerly Introductie)

With Odido everyone participates in the digital world. That is our ambition. Everyone at Odido helps to build a brand that is human, optimistic and progressive. Sounds like something for you? Then we might fit well together.

Over deze werkgever (formerly Organisatie)

Odido wants to become the Customer Champion in the Netherlands. Therefore, we want to deliver Best-in-Class Customer Service from a quality and efficiency perspective. Odido is working with several outsource partners across the world, to realize the ambition to become the Customer Champion. The balancing act between the department Inhouse Operations, setting the benchmark, and the department Partner Operations, aiming at closing any gap with Inhouse, is crucial in driving the performance of the outsource partners. Odido wants to become a revenue Engine as well, monetizing their customer contacts as much as possible, by offering Sales in every contact. This department will also drive the Sales-in-Care program for the entire estate, contributing to Odido’s growth .

Wat ga je doen? (formerly Functie)

Main goal of the function ‘Partner Manager’ will be responsible for the performance of the outsource partner, overseeing and driving the overall success of the outsourced operations in all locations where the partner provides service for Odido. This role is critical to deliver on Odido’s ambition to become the Customer Champion in the Netherlands. As Partner Manager, you are the key figure in representing Odido abroad, and you will play a pivotal role in building and managing strategic partnerships with our partner.

This position involves developing and nurturing relationships with outsource partners, collaborating with cross-functional teams, and ensuring operational management to reach our customer service objectives.

Your main responsibilities:

  • Steer the teams at Partners in order to become best in class for each interaction with Odido’s customers.
  • Ensure the way of working regarding the handling of customer requests by the teams at partners is aligned to the way of working of the teams Inhouse.
  • Work closely with cross-functional teams, to ensure seamless collaboration on delivering the best-in-class customer experience, operational performance and customer satisfaction.
  • Oversee the execution of operational performance of the partner on an Partner, Team and individual agent level for all relevant KPIs and PIs (ex.T-NPS, Sales, Productivity, FirstTime Fix), per Line of Business or any activity the Partner is handling for us.
  • Monitor, analyze, and report on the performance of outsource partner on a regular base. 
  • Prepare and drive action-plans for improvements.
  • Inspire and motivate the teams, providing clear direction and fostering a collaborative and result-driven culture.
  • Make sure the employees of the outsource partners feel as if they are part of Odido.
  • Ensure high levels of agents and customer satisfaction by maintaining strong relationships and driving operational success.
  • Ensure partners cooperate with the Odido to share best-practices, to learn from each other, and to provide feedback for improvements on processes, governance/ruling and way of working.
  • Ensuring contracts are applied.

Wat neem jij mee? (formerly Functie-eisen)

What we offer

  • A monthly salary (max. € 4660,- depending on work experience);
  • A variable bonus scheme;
  • Hybrid working;
  • A progressive pension scheme; 
  • 30 vacation days (if you work for us full-time) and an extra day off after Ascension Day; 
  • Redeemable holidays;
  • An Odido subscription; 
  • Real growth opportunities; 
  • Personal annual learning budget and over 200 digital training and courses; 
  • Workshops, learning weeks, annual ski trip, fun outings and parties.

You bring this 

  • Bachelor;
  • At least 5 years leadership experience within Customer Operations or Account Management;
  • Readiness to travel abroad (50%-70%);
  • Flexibility.

Wat bieden wij? (formerly Aanbod)

Learn every day

At Odido we learn every day. All of us. You are responsible for your own development. That is why you decide how, what and when you learn. We have more than 200 digital training courses with which you can work on professional and personal goals. We don’t do old-fashioned performance reviews and assessments. You keep your manager and colleagues informed of your goals and progress. You are in control.

Together we are

We are Odido, the new provider of mobile, fiber optic and TV. And with almost 2,000 colleagues, we show that telecom can be improved. Because technology is for everyone. Wherever you come from, wherever you go. With Odido everyone participates in the digital world. That is our ambition. Everyone at Odido helps to build a brand that is human, optimistic and progressive. Is that really something for you? Then we might fit well together. This is what we stand for Our name – you can also read it from back to front – consists of different shapes. Which together are one. Because that’s how we look at the world around us. As a place where people, no matter how different, move forward together. We’re there for each other. We always look at opportunities. We celebrate diversity and are committed to an inclusive work environment with equal opportunities for all. That sounds good of course. But we don’t stop at fine words: at Odido we are a recognized Top Employer. A confirmation that we are proud of.

This is what we stand for

Our name – you can also read it from back to front – consists of different shapes. Which together are one. Because that’s how we look at the world around us. As a place where people, no matter how different, move forward together. We’re there for each other. We always look at opportunities. We celebrate diversity and are committed to an inclusive work environment with equal opportunities for all. That sounds good of course. But we don’t stop at fine words: at Odido we are a recognized Top Employer. A confirmation that we are proud of.

Meer informatie (formerly Inlichtingen)

Are you as excited about Odido as we are? Then we might be a good match! We are looking forward to meeting you. You can apply via the application button. Done in a minute! Any further questions? Contact our recruitment consultant Gauwla Ahmed at 0639115103.

Solliciteren bij (formerly Sollicitatie)

Gauwla Ahmed 0639115103

Versturen (formerly Solliciteren)
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