
Vendor Manager Support
5 days ago
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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