Vendor Manager
3 weeks ago
Duties and Responsibilities:
The Vendor Manager will oversee and drive performance across our outsourced customer service BPO partners located in India and The Philippines. This role is critical in managing day-to-day operations and ensuring our BPO vendors deliver best-in-class customer experiences across voice, chat, and back-office support functions.
The ideal candidate will have deep expertise in call center operations, a data-driven approach to vendor governance, and strong cross-cultural communication and leadership skills.
Vendor Performance Management
- Oversee the operational execution of BPOs delivering support via voice, chat, and back-office channels.
- Monitor, analyze, and report on key performance indicators (KPIs), including: Service Levels (SLAs), Net Promoter Score (NPS), Average Handle Time (AHT), Shrinkage & Absenteeism, Agent Attrition, Quality Assurance (QA) scores, and Compliance & Policy Adherence
Governance & Continuous Improvement
- Conduct regular business reviews (WBRs, MBRs, QBRs) with vendor leadership to evaluate performance, trends, and areas of opportunity.
- Identify root causes of performance gaps and drive continuous improvement initiatives in collaboration with BPO teams.
- Ensure vendors are aligned with Samsung’s brand, culture, and customer-centric values.
Compliance & Risk Management
- Ensure BPO partners comply with contractual obligations, regulatory requirements (e.g., data privacy laws), and Samsung operational standards.
- Proactively manage potential risks related to security, confidentiality, and business continuity.
Relationship Management
- Act as the primary liaison between Samsung and the assigned BPO sites.
- Foster strong partnerships with vendor leadership and ensure effective communication and collaboration.
- Advocate for Samsung’s interests while maintaining a balanced vendor relationship that promotes mutual success.
Workforce Management Support
- Validate and review staffing models, forecasting accuracy, and schedule adherence across vendor sites.
- Support capacity planning initiatives, especially during seasonal spikes, product launches, or promotional events.
Process Optimization & Innovation
- Recommend and implement tools, technologies, and process improvements to enhance efficiency, customer experience, and operational outcomes.
- Stay current with call center industry trends and bring innovative practices to Samsung’s customer service ecosystem.
Travel
- Travel to BPO sites in India is expected quarterly or as business needs dictate.
Qualifications:
- Bachelor’s degree in Business, Operations Management, or related field
- 5+ years of experience in vendor management or BPO operations, preferably in a global customer service environment.
- Strong knowledge of tools and reporting systems (e.g., Genesys, NICE, Verint, JIRA, ASANA, Tableau, PowerBI).
- Strong knowledge of CRM tools (e.g., Zendesk, Sprinklr).
- Demonstrated success in managing multiple vendor relationships across international geographies.
- Exceptional analytical, problem-solving, and organizational skills.
- Excellent interpersonal and communication skills, with the ability to influence across cultures and seniority levels.
WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.
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