Vendor Manager Support

4 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/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

WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.

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