Vendor Manager

2 days ago

Quezon City, Philippines Intelassist Full time

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?
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