Vendor Manager Support

Employment Type: Full-Time EmploymentWork Setup: 100% OnsiteWork Schedule: Night Shift (Following U.S. Eastern Time Zone)Location: Eastwood, Libis, Quezon CitySalary Package: 100,000 to 150,000 PHP/Monthly Position Overview Support the Senior Vendor Manager to ensure overall BPO center performance meets company expectations and ensures the success of the overall customer experience Duties and Responsibilities State the major activities and performance standards for which the position is responsible. Monitor daily voice and digital contact center activities for multiple vendor locations. Responsible for analyzing operational reporting to determine performance gaps/operational opportunities to ensure Vendor KPI goals are achieved. Attend and co-facilitate with Samsung Quality Department to ensure vendors operate in accordance with established QA processes internally and externally. Daily, Weekly and Monthly reporting of KPI and Operational reporting and activities for voice, chat and email channels. Operational Tools Ad hoc Reporting GenAI and Agent Desktop Guided Workflow observation to ensure optimal internal and external customer experience Support Snr VM with other operational SEA departments PIC onshore location PIC Support Snr VM with escalated issues presented by SEA Support Snr VM with BPO Escalated Issues (policy, process, system, customer impacting outlier issues). Support Snr VM in providing support to voice and digital BPOs in questions or concerns related to product information or company policies/processes/procedures. Identify, analyze and offer solutions for training gaps identified from reporting and monitoring observations. Assist with after-hours vendor issues and outages to ensure minimal customer impact Support Snr VM with facilitating daily calls with vendors for touch-base of previous day performance Offer suggestions and solutions for voice and digital channels to improve the customer experience and improve operational performance. Identify, analyze and offer solutions for training gaps identified from reporting and monitoring observations. Assist with after-hours vendor issues and outages to ensure minimal customer impact. Support Snr VM with facilitating daily calls with vendors for touch-base of previous day performance Offer suggestions and solutions for voice and digital channels to improve the customer experience and improve operational performance. Performance Standards Vendor KPI Performance Content quality goals set by management. Customer survey results on satisfaction ratio. Implementation of approved systems, processes and content. Required management reports. Qualifications Bachelor’s degree in Business, Operations Management, or related field 3-5 years customer service/technical support management experience. Strong knowledge and use of PC, Windows, and MSOffice applications. Exceptional verbal and written communication skills. Knowledge of operating and installing consumer electronics products. Solid leadership skills. Demonstrate highly analytical approach to problem solving. Knowledgeable of call center metrics and KPIs related to voice and digital channels Experience with client/vendor relationship management within a call center Passion for customer service focus and adept at analyzing customer experience results Ability to present analytical data and findings or other reporting related information via written and/or verbal presentation About Intelassist Established in 2007, Intelassist is a remote staffing organization that originated from a collaboration between U.S.-based industry professionals and an experienced operational team in Manila, Philippines. Our U.S. team brings over 20 years of experience in engineering, manufacturing, IT, finance, and high-level operations, while our Manila-based team offers over 15 years of experience in delivering exceptional support to global enterprises. Our coast-to-coast U.S. offices, in collaboration with our dedicated employees in the Philippines, enable us to deliver results to clients in various markets and for a wide range of roles. With over 15 years of experience in the BPO industry, Intelassist places a strong emphasis on organizational resilience and social stewardship to foster lasting, meaningful partnerships within our team and with our clients. At the core of our business lie our people. Our ability to recruit, train, and, most importantly, retain exceptional team members is not only what enables Intelassist to attract the region’s finest talent but also what bestows stability upon our clients through reduced turnover and tangible outcomes. With a workforce of slightly over 1,000 employees, we strike a balance – substantial enough to possess profound insight into the Business Process Outsourcing (BPO) industry, yet intimate enough to maintain the family-like, high-energy work atmosphere that our candidates seek. At Intelassist, we specialize in sourcing, training, and retaining top-tier talent, each exclusively dedicated to meeting our clients’ unique needs. Our proven track record and local presence ensure that Intelassist clients enjoy increased productivity, reduced staff turnover, and significant cost savings. WHY INTELASSIST? We grow together. We value your effort. We aim to empower you. #J-18808-Ljbffr