BPO Performance Coordinator

15 hours ago

Quezon City, National Capital Region, Philippines beBeeGovernance Full time $78,000 - $103,000
Job Summary:

The role of a Vendor Liaison plays a pivotal part in fostering strong partnerships and driving performance across our outsourced customer service BPO partners.

This includes overseeing daily operations, ensuring vendors deliver exceptional customer experiences across multiple channels.

Key Responsibilities:
  • Manage 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.
Vendor Governance and Continuous Improvement:
  • Conduct regular business reviews 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 our values and customer-centric goals.
Compliance and Risk Management:
  • Ensure BPO partners comply with contractual obligations, regulatory requirements, and our operational standards.
  • Proactively manage potential risks related to security, confidentiality, and business continuity.
Relationship Management:
  • Act as the primary liaison between us and assigned BPO sites.
  • Foster strong relationships with vendor leadership and ensure effective communication and collaboration.
  • Advocate for our interests while maintaining balanced vendor relationships that promote 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 or product launches.
Process Optimization and Innovation:
  • Recommend and implement tools, technologies, and process improvements to enhance efficiency, customer experience, and operational outcomes.
  • Stay current with industry trends and bring innovative practices to our customer service ecosystem.

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