Global Outsourcing Manager

Location: Germany

Fulltime / Parttime: Fulltime

In this international role you will play a vital role in delivering the Customer Service vision through our selected outsourced partners. You will ensure that Contact Centre outsourced partners perform to the standards expected, whilst supporting the transition and growth of this CS business and managing the day to day partner relationships.

ABOUT THE ROLE

Your main focus will be Germany and the other source market(s) that is (are) appointed to you. In this role you will be responsible for:

• Supporting the Global Head of Business Process Outsourcing (BPO) Management with pro-actively managing all aspects of BPO service delivery within the contractual agreements and with identifying repeated failure / breaches to contractual standards and escalating where appropriate;
• Keeping track of and making Change Request (CR’s) of all added services and changes in the services that we ask from the suppliers and for making sure these CR’s are signed off;
• Supporting the operational day to day performance management of the outsource partners, and working with the CS Onshore to support successful delivery;
• You will be the first point of contact for communication between the business and the outsource partners for operational and technical issues and responsible for addressing them to the right people and making sure they are being solved;
• Preparing summarized weekly and monthly reports and presentations that show overall Outsourcing performance across all source markets and preparing monthly and quarterly business review meetings;
• Utilizing management information and your own observations to understand how the suppliers are performing and being supported by the onshore TUI teams in the source markets and you will actively look for and recommend improvements in performance, processes, reporting and communication.

About you

• You have a background in Contact Centre and Supplier leadership;
• (Near) Native German speaker and excellent communication skills in English;
• Proven experience as a Relationship / Account Manager;
• Experience of working with offshore contact centre operations;
• Experience of working within a project/ change environment;
• Strong stakeholder management skills;
• Operationally focused with a business/pragmatic approach;
• Good level of end to end business knowledge.

ABOUT THE OFFER

• Challenging and international job with business travel
• Competitive salary
• Pension scheme and life assurance
• Generous holiday entitlement & holiday discounts
• Forward thinking ways of working
• TUI time off, purchase of additional holiday entitlement
• Excellent rates with foreign exchange and discounts with retailers

At TUI, we know people are as diverse as the destinations we send our customers to. We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit our Smile page here

TUI Group is the world’s number one integrated tourism business operating in around 180 countries worldwide with over 1,800 travel agencies across Europe, six airlines operating more than 130 aircraft, more than 300 Group-owned hotels and resorts and twelve cruise ships. Our 63,000 colleagues, all with a passion for holidays, work hard to deliver our customer promise ”Discover your smile”