Job Description:

  • Develop and maintain the overall management of Customer Service BPOs; supporting the local country as the primary point of contact
  • Understand business KPIs and able to drive BPOs to meet with performance level and hiring requirements
  • Lead regular business reviews and any vendor relationship management activities
  • Work with vendors and internal stakeholders to understand the business requirements, track action plans and initiatives to meet performance targets
  • Ensure vendor service levels meet contractual targets and develop necessary counter measures including defining penalties or developing action plans
  • Identify problems, trends, and take corrective action based on measuring and evaluating vendor performance
  • Manage and maintain contractual work, allocated budgets where relevant, support periodic negotiation of rates and contracts
  • Lead regular business reviews and any vendor relationship management activities including vendor selection process and vendor operations strategy

 Requirements:

  • Minimum 5 years’ experience in customer service/call center, experience in vendor performance management is a plus
  • Knowledgeable in Contact Centre Operations, familiar with what is needed to drive performance in the Contact Center
  • Strong analytical, problem-solving, and trend analysis skills
  • Excellent presentation and collaborations skills; ability to communicate at a high level across diverse team of stakeholders
  • High energy, self-motivation and ability to thrive in a fast-paced working environment with a customer focused attitude
  • Ability to juggle many projects and consistently deliver results with relentlessly high quality, accuracy and extreme attention to detail as well as manage/mitigate issues and risks
  • Proven ability to manage relationships within BPOs/across multiple stakeholders
  • Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint)

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