Job Description:

  • Daily monitoring and management of Key Customer and Productivity metrics
  • Establishes a regular cadence with the BPOs to ensure compliance to requirements indicated in the statement of work
  • Monitors ageing cases driven by the BPO teams
  • Leads regular performance reviews with the BPOs
  • Works with QA to determines root causes for escalations and works to resolve customer issues
  • Actively participates in vendor workforce planning and ensure required FTE is always aligned with the forecasted volume and FTE is delivered by the BPOs
  • Works with Vendors to drive continuous improvement initiatives
  • Overall responsibility for project implementations for BPO Vendors being manage

Requirements:

  • Minimum of 3 years of experience as a Vendor Manager who handled 150 - 200 FTEs
  • Bachelor’s Degree at a minimum
  • Must be capable of dealing confidently and professionally at executive level internally and at partner sites
  • Proven ability to manage complex processes and drive continuous process improvement
  • Excellent verbal, written, interpersonal, leadership and organizational skills
  • Excellent project and program management skills, including demonstrated ability to manage projects across teams where influencing skills are required
  • Must be passionate about delivering industry leading customer support and thrive in a fast-paced, high energy environment

 

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