Senior WFM Manager Sourcing and Commercial Strategy Planning - Global CS in Constanţa

Job Description

The role is a dedicated global BPO (Business Process Outsourcing) spoke of the wider WFM leadership, providing a CS bridge to central procurement, finance and legal functions and a point of expertise for all aspects of BPO sourcing and commercials.

Works closely with the Global WFM leadership and global CS leadership, and endeavours to balance the need for razor sharp commercial focus and efficiency with the forging and maintenance of meaningful and valuable partnership with our suppliers.

Provides industry expertise to any Booking project that requires it, creating a bridge between internal business customers to the world of scalable and cost effective outsourcing

Underpins the management and design of all aspects of the large scale CS organization( working on a projected  five  year profit/loss of €2.5bn across 40+ locations, with projected annual 10-15k FTE requirement to be distributed across 42 languages).


B. Responsible

  • Reviews and amends the critical BPO contracts as appropriate, ensuring the best deal for Booking whilst maintaining constructive partnerships with our suppliers - working closely with Procurement and Legal leadership
  • Liaises with leadership teams from procurement, legal, risk, CS Operations and WFM to ensure alignment to business goals
  • Proactively defines strategic site and language options to leadership across global business units
  • Leads and runs RFPs/RFIs where appropriate (working closely with procurement)
  • Conducts annual commercial review and renewal of BPO contracts (working closely with legal)
  • Acts as BPO expert and intermediary for other brands and departments
  • Explores BPO industry trends, whilst connecting with leadership from complementary BPO clients
  • Directs and leads regular benchmarking activities across BPO providers - both current providers and other industry leading providers
  • Supports the running of EPS (External Partner Services) by escalation point of contact
  • Recruits and on boards the right team members
  • Creating, amending and maintaining legal and commercial framework & governance
  • Providing point of expertise for wider business units that express interest in utilizing EPS services
  • Driving sourcing activities including running RFPs/RFIs (working closely with procurement)
  • Negotiating best in class rates whilst ensuring optimal quality (working closely with procurement)
  • Creating critical global site strategy roadmap to meet seasonal and flexible staffing needs
  • Processing business requirements into EPS currency


B. Required / B. Skilled

  • More than 12 years relevant experience working in and leading an outsourcing environment
  • Bachelor degree educated
  • In depth expertise in commercial management and complex stakeholder management
  • In depth expertise in BPO sourcing activities
  • Previous experience launching and implementing new outsourced operations, including onboarding new suppliers
  • Experience in defining and negotiating complex contacts with global industry leading BPOs
  • A proven track record in outsourcing benchmarking and industry/market analysis
  • Excellent written and verbal English communication skills
  • Excellent presentation/public speaking and interpersonal skills
  • Expert knowledge of customer service, outsourcing and stakeholder management methodologies
  • Expert knowledge of contact center operations, KPIs and outsourcing contracts
  • Able to operate in a fast paced, dynamic environment and able to work under pressure

Pre-Employment Screening:

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the open position at


Datele de contact vor fi vizibile dupa ce veti aplica!

Anunţ expirat
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