Implemented the call center outsourcing strategy for Wireline business
Co-authored and executed the contract agreement with the outsourced partners
Defined the partners scope of work, service level, payment schedule, penalties, report requirements and escalation policies and procedures
Acted as the point of contact for the outsourced partners. Oversee resolution of operational challenges, traffic management, call quality and other service metrics.
Established periodic evaluation of outsourced call centers performance report and intiated activities to drive improvement of service quality or resolve issues i.e process improvements, regular cadence with Network and Technical Teams, rewards and recognition programs 