Contact Center Partnership Account Manager

Viva.com is Europe’s first acquirer powering merchant payments acceptance across 24 countries and 1.165+ devices. With an ECB approved banking license and presence in 24 European markets, Viva.com’s Tap on Any Device technology for in-store payments, Smart Checkout payment gateway for online payments, and marketplace payment solution, help European businesses of any size to accept and manage payments how they want. All of Viva.com’s technology is built in-house over MS Azure, and is fully scalable, supporting any payment checkout journey.

Viva.com provides a seamless, conversion-boosting omnichannel payments platform, featuring acceptance of 40+ payment methods across 17 languages and 9 currencies. Viva.com’s ever-expanding financial services' suite includes value added features such as Real-Time Settlement; Offline Payments minimising chances of losing a sale; a Viva.com business debit card to manage corporate expenses, while reducing acceptance fees to as low as 0%; and Merchant Advance. 

The Role

The Contact Center Partnership Account Manager will oversee the performance and quality of outsourced contact center operations, ensuring exceptional customer support and seamless collaboration between in-house teams and the external vendor. This role is responsible for maintaining high standards in customer care by continuously monitoring contact center activities, evaluating key performance metrics, and championing best practices for our services. A critical aspect of the role involves working closely with the outsourced team to ensure full compliance with company policies, efficient customer inquiry handling, and a high level of service quality.  


Responsibilities

• Ensure consistent, high-quality customer care by monitoring daily operations, proactively identifying potential service issues, and enforcing best practices across all outsourced contact center functions;

• Monitor the activities of the outsourced contact center, ensuring that calls, chats, and emails are managed efficiently, knowledgeably, and in accordance with established SLAs;

• Regularly review and assess contact center KPIs and provide detailed feedback and actionable insights to the Head of Contact Centers & VIP Support to drive ongoing performance improvements;

• Monitor the cognitive and performance levels of contact center representatives. Coordinate with the outsourced partner to implement corrective actions, training, and coaching, ensuring alignment with our quality standards;

• Collaborate with in-house and vendor teams to identify opportunities for AI-driven improvements and create seamless handoffs from bots to live agents;

• Identify and communicate opportunities for process enhancements, recommending changes to streamline workflows, reduce waiting times, and boost customer satisfaction;
• Facilitate clear and effective communication between the outsourced contact center and in-house customer support teams to meet customer needs and ensure a seamless, cohesive customer experience.

Requirements

To be considered:

• Proven experience in a contact center supervisory, management, or account management role;

• Strong understanding of customer service KPIs and contact center metrics with the ability to conduct data analysis and create reports;

• Excellent communication and interpersonal skills, with a demonstrated ability to collaborate across teams and manage vendor relationships effectively;

• An analytical mindset with experience in performance monitoring, process improvement, and problem resolution;

• Familiarity with AI-driven customer support tools and technology;

• Proficiency in English language.  

Benefits

💸 Competitive compensation package;

Annual bonus based on your performance and targets’ achievement;

🏥Private health insurance for you and your family;

💻Top of the Line tools and equipment;

🏃🏽‍♂️Employee Wellness Program like Daily group sessions led by professional coaches;  

📚Career development and regular feedback to develop your skills.