Nazneen Karbhari

Strategic International Vendor Manager (Global Voice & Chat Customer Support Centers) @AT&T

Mumbai, IN

Key Result Areas & Highlights:1. Global Strategic Vendor Operations Leadership Support & Management- Conduct regular cross-geography meetings to discuss targets, share best practices & address challenges- Leverage analytics for customer interactions, agent performance, and operational efficiency to make data-driven decisions- Establish feedback mechanisms to ensure continuous improvement and assist Vendors/Strategic Partners in meeting their contractual obligations- Support Global Vendor Center Leadership in meeting organizational goals across multiple geographies (India, Philippines, Canada & Colombia)- Maintain healthy business relations with Strategic Vendor Partners, fostering a conducive environment to help them achieve KPIs such as NPS, Resolve Rate, Transfers, AHT, etc- Implement and continuously monitor compliance measures to ensure adherence to regulatory standards and contracts.2. Business Initiatives and Strategy Leadership- Lead key business initiatives and strategies to meet changing customer needs- Provide feedback on communication platforms and workflow enhancements to streamline customer interactions, resulting in significant cost savings - Ensure high levels of customer satisfaction and compliance in Strategic Vendor Partner Global Centers- Recognized for innovative thinking that improved performance and KPI attainment, resulting in substantial cost savings3. Customer Service Excellence- Ensure world-class customer service and high first-call resolution rates - Drive digital adoption to enhance customer experience- Organize open forums and focus group discussions for agents to voice concerns and provide feedback4. Training and Development- Build robust change management strategies for proactive training on process and system changesConduct training needs assessments to address knowledge gaps - Launch and transition new international global contact centers and lines of business, ensuring alignment with contractual requirements