Contact Centre Business Partner Outsourcing Performance Manager

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

As a Contact Centre Business Partner Outsourcing Performance Manager, you will lead the management of outsourcing partners and the MSC Cruises Multilingual International Hub. Your focus will be on driving sales, enhancing customer experience, and implementing strategic initiatives to achieve operational excellence. This role is based in (Geneva). 

Your Impact

Manage the budget and invoicing cycle for BPO and Multilingual Hub operations. 

Build and maintain strong relationships with outsourcing partners and internal stakeholders to maximise sales opportunities. 

Develop standard operating models and ensure adherence to processes and guidelines across outsourcing sites. 

Facilitate business reviews, conduct regular audits, and support the governance of strategic plans. 

Oversee the launch of new site operations and lines of business, managing project implementation and stakeholder engagement. 

Optimise site management processes to improve collaboration with partners and enhance performance. 

Assess outsourcing and hub capabilities to meet sales conversion and customer experience targets. 

Implement initiatives to drive sales and operational excellence, sharing best practices across the MSC Cruises network. 

Deliver regular sales reports, forecasts, and presentations to senior leadership. 

Work with the Workforce Management team to ensure accurate forecasts and delivery adherence. 

Your Journey so far

You hold a bachelor’s degree in a relevant field or possess equivalent experience. 

You have 5 to 10 years of experience in the BPO industry or managing large-scale operations, with expertise in B2C Sales Outbound programs. 

You have successfully led capacity planning and workforce management initiatives. 

You have demonstrated experience in planning, forecasting, and project management. 

You have thrived in dynamic environments, managing multiple demands and dealing with ambiguity effectively. 

Your Essentials

Strong knowledge of CTI/ACD systems and Salesforce tools. 

Advanced proficiency in Excel and data analysis. 

Proven ability to lead and manage teams remotely, fostering collaboration and results. 

High attention to detail, with strong analytical and problem-solving skills. 

Fluency in English is mandatory; any other language is a plus. 

Exceptional communication and interpersonal skills to represent MSC Cruises with external partners. 

Ability to drive results, adapt to changing priorities, and maintain a customer-focused approach. 

EU Passport or right to work in Switzerland.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.