Bryan Eric Faustino Email & Phone Number

Mandaluyong, NCR, PH

• Responsible for actively managing the contractual relationship with our partners, including identifying opportunities to develop and deliver new initiatives which will drive growth and improve the customer experience.
• Co-review contracts to ensure critical provisions related to penalties, data privacy, fraud events, vendor billings are clearly stated
• Lead contract negotiations where required
• Maintain Partner Service Levels and service delivery.
• Manage metrics, ensuring member satisfaction and reporting statistical performance levels related to the Contact Center
• Review all invoices from vendors to ensure accuracy of charges and aligned with contract terms including bonuses and penalties

- Daily monitoring and management of Training deliverables, Quality and CSAT metrics- Establishes a regular cadence with the BPOs to ensure compliance to requirements indicated in the statement of work- Leads regular performance reviews with the BPOs- Works with Vendors to drive continuous improvement initiatives- Overall responsibility for project.

TRAINING: Focus on providing coaching, motivation and support to enhance the engagement and success of their team of training specialists in attaining targets and goals. Evaluate trainers, curriculum and processes. Recommend and coordinate needed changes based on process analysis. Responsible for meeting team productivity and quality goals.- Achieve 100%.

- Achieve 100% of assigned goals for team. Actively implement strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy, goals and targets to the team. Establish metrics for success, set clear daily priorities, and drive the team to meet goals. Understand the key business objectives, time frames, and.