Customer Service BPO-Vendor Manager

1 day 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.

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