Customer Service BPO-Vendor Manager

3 days ago

Mandaluyong City, National Capital Region, Philippines VidaXL International (HK) Limited Full time $80,000 - $120,000 per year

We are seeking for a proactive and results-driven Vendor Manager to oversee and manage our partnership with outsourced Customer Service Business Process Outsourcing (BPO) providers.

In this role, you will be responsible for ensuring that our BPO partners deliver high-quality, efficient, and cost-effective customer service in alignment with company goals and service level agreements (SLAs). You will act as the bridge between internal stakeholders and external vendors, driving performance improvements and maintaining strong vendor relationships.

Key Responsibilities:

  • Serve as the main liaison between the company and its Customer Service BPO partners, building and maintaining effective relationships.
  • Monitor, analyze, and report on vendor performance metrics including quality scores, customer satisfaction, efficiency, and SLA adherence.
  • Manage vendor contracts and service level agreements, ensuring compliance and addressing any contractual issues or opportunities.
  • Identify and resolve operational issues or service disruptions promptly by coordinating with internal teams and vendor contacts.
  • Drive continuous improvement initiatives by collaborating with vendors to optimize processes, reduce costs, and enhance customer experience.
  • Lead regular performance review meetings and prepare detailed reports for senior management.
  • Ensure BPO partners comply with company policies, data security standards, and relevant regulations.
  • Coordinate onboarding and training processes for new or expanding vendor teams.
  • Proactively identify risks related to vendor performance or compliance and develop mitigation strategies.
  • Collaborate with cross-functional teams including Customer Service, Quality Assurance, IT, and Procurement to align vendor performance with business objectives.

Qualifications:

  • Bachelor's degree in business administration, Supply Chain Management, or a related field.
  • Proven experience managing vendor relationships in customer service or BPO settings.
  • Strong understanding of customer service operations, KPIs, and SLAs.
  • Excellent negotiation, communication, and stakeholder management skills.
  • Analytical mindset with the ability to interpret performance data and drive actionable improvements.
  • Proficiency in contract management and vendor performance tools.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Strong problem-solving skills and the ability to handle escalations professionally.

  • Customer Service-BPO Coordinator

    2 days ago

    Mandaluyong City, National Capital Region, Philippines VidaXL International (HK) Limited Full time ₱800,000 - ₱1,200,000 per year

    We are seeking for a proactive and results-driven BPO Coordinator to oversee and manage our partnership with outsourced Customer Service Business Process Outsourcing (BPO) providers.In this role, you will be responsible for ensuring that our BPO partners deliver high-quality, efficient, and cost-effective customer service in alignment with company goals and...

  • Vendor & Contracts Manager

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Smart Outsourcing Solution Full time ₱900,000 - ₱1,200,000 per year

    Webjet is seeking a commercially minded and operationally hands-on Vendor & Contracts Manager to oversee the daily performance and commercial management of our outsourced customer service partners. This role is essential to ensuring that vendor relationships are efficient, well-governed, and aligned with our broader operational and commercial goals.Youll...

  • Vendor Manager Support

    5 days ago

    Quezon City, National Capital Region, Philippines Intelassist Full time ₱100,000 - ₱150,000

    Employment Type: Full-Time Employment Work Setup: 100% Onsite Work Schedule: Night Shift (Following U.S. Eastern Time Zone) Location: Eastwood, Libis, Quezon City Salary Package: 100,000 to 150,000 PHP/MonthlyPosition Overview:Support the Senior Vendor Manager to ensure overall BPO center performance meets company expectations and ensures the success of the...

  • Vendor Manager Support

    3 days ago

    Quezon City, National Capital Region, Philippines Intelassist Full time ₱1,200,000 - ₱1,800,000 per year

    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/MonthlyPosition OverviewSupport the Senior Vendor Manager to ensure overall BPO center performance meets company expectations and ensures the success of the overall...

  • Customer Service Representative

    3 days ago

    Quezon City, National Capital Region, Philippines Transworld Systems Customer Service LLC Full time ₱360,000 per year

    TSI (Transworld Systems Inc.)HIRING CSR CALL AGENTSStart date: October 13 or 20, 2025Location: 5F Cyberpod 2, Eton Centris Quezon Ave., Quezon City (Onsite)US Utility AccountProcess: Verint assessment, TA interview and Final interview. (VIRTUAL PROCESS ONLY)Perks:30,000 salary package.20% night differential.Free HMO for 2 dependents upon...

  • Customer Service IT Manager

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Private Advertiser Full time ₱2,000,000 - ₱2,500,000 per year

    Job Description: Customer Service IT ManagerWe are seeking a highly driven and visionary Customer Service IT Manager to lead the global IT strategy for our customer service operations. This role combines strategic leadership with the ability to dive into details when needed, ensuring our technology landscape supports world-class customer experiences. The...

  • Customer Service IT Manager

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Senior Accountant Netsuite Full time ₱1,200,000 - ₱2,400,000 per year

    Job Description: Customer Service IT ManagerWe are seeking a highly driven and visionary Customer Service IT Manager to lead the global IT strategy for our customer service operations. This role combines strategic leadership with the ability to dive into details when needed, ensuring our technology landscape supports world-class customer experiences. The...

  • Customer Service IT Manager

    3 weeks ago

    Mandaluyong City, National Capital Region, Philippines Private Advertiser Full time

    OverviewJob Description: Customer Service IT Manager — We are seeking a highly driven and visionary Customer Service IT Manager to lead the global IT strategy for our customer service operations. This role combines strategic leadership with the ability to dive into details when needed, ensuring our technology landscape supports world-class customer...

  • BPO Workforce Management Analyst

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

    The Opportunity Teleperformance, a leading global provider of outsourced customer experience management services, is seeking a talented BPO Workforce Management Analyst to join their dynamic team in Mandaluyong City, Metro Manila. As a full-time BPO Workforce Management Analyst, you will play a crucial role in optimising staffing and efficiently managing...

  • Vendor Manager

    3 days ago

    Makati City, National Capital Region, Philippines Trends Group, Inc. Full time ₱900,000 - ₱1,200,000 per year

    DUTIES & RESPONSIBILITIESDeveloping and sustaining long-standing relationships with company-approved vendorsMeeting with suitable vendors to assess their products, inquire about their services, negotiate pricing, and communicate any product or service-related concerns.Conducting research on available vendors to determine which vendors offer the best pricing...