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Business Partner Manager
2 weeks ago
Vendor Relationship Manager
Manage vendor performance to drive results across outsourced customer service partners.
Key Responsibilities:- Oversee daily operations and ensure vendors deliver high-quality customer experiences.
- Analyze key performance indicators (KPIs) such as Service Levels, Net Promoter Score, Average Handle Time, Shrinkage & Absenteeism, Agent Attrition, Quality Assurance scores, and Compliance & Policy Adherence.
- Collaborate with BPO teams to identify areas for improvement and implement solutions.
- Ensure vendors comply with contractual obligations, regulatory requirements, and operational standards.
- Manage potential risks related to security, confidentiality, and business continuity.
- 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.
- Demonstrated success in managing multiple vendor relationships across international geographies.
- Excellent analytical, problem-solving, and organizational skills.
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