Our client is a global technology company with a strong presence in the EMEA region. As part of their dynamic Services Organization, they operate a decentralized Technical Support Center (TSC) through strategic outsourcing partners in Europe and North Africa. The company is committed to delivering outstanding customer experience and operational excellence in a matrixed, multicultural environment.
Main responsibilities:
As a Supplier Coordinator, you will oversee the operations of outsourced Contact Centers across multiple European locations. It offers significant responsibility for service delivery, cost control, and partner performance management.
Main tasks include:
- Monitor and manage outsourced Contact Center operations and associated service costs based on contractual agreements (Statements of Work)
- Serve as the main interface between internal teams and external partners
- Coordinate operational reviews and support performance tracking through KPIs and action plans
- Oversee the implementation of new processes and services
- Track and validate invoicing, credit notes, and partner resource requirements
- Ensure partner compliance with process and system updates
- Collaborate with country management and cross-functional teams across the EMEA region
- Participate in and/or lead projects related to customer support and service operations
- Maintain a strong focus on continuous improvement and customer satisfaction
Required skills:
- Minimum 1 year of experience in a contact center, service desk, or service delivery environment
- Fluency in English and French is required
- Solid project management and coordination abilities
- Strong analytical thinking and problem-solving mindset
- Proactive and collaborative working style
- Ability to thrive in a matrix organization and manage multiple stakeholders
- Negotiation and communication skills
- Intermediate proficiency in MS Office (Excel, Word, PowerPoint)
- Knowledge of tools like SAP, Siebel, Microsoft Dynamics is an advantage
- Understanding of ISO, COPC, or BPMN concepts is beneficial
What our partner can offer to you:
- A challenging, impactful role without direct people management
- Full ownership of supplier coordination across multiple regions
- Exposure to international teams and operational excellence programs
- Flexibility to work in a hybrid or remote setting (within Europe)
- Opportunities for professional development and project ownership
- A collaborative, multicultural work environment where your voice matters