Vendor Manager

Duties and Responsibilities:

The Vendor Manager will oversee and drive performance across our outsourced customer service BPO partners located in India and The Philippines. This role is critical in managing day-to-day operations and ensuring our BPO vendors deliver best-in-class customer experiences across voice, chat, and back-office support functions.

The ideal candidate will have deep expertise in call center operations, a data-driven approach to vendor governance, and strong cross-cultural communication and leadership skills.

Vendor Performance Management

• Oversee the operational execution of BPOs delivering support via voice, chat, and back-office channels.
• Monitor, analyze, and report on key performance indicators (KPIs), including: Service Levels (SLAs), Net Promoter Score (NPS), Average Handle Time (AHT), Shrinkage & Absenteeism, Agent Attrition, Quality Assurance (QA) scores, and Compliance & Policy Adherence

Governance & Continuous Improvement

• Conduct regular business reviews (WBRs, MBRs, QBRs) with vendor leadership to evaluate performance, trends, and areas of opportunity.
• Identify root causes of performance gaps and drive continuous improvement initiatives in collaboration with BPO teams.
• Ensure vendors are aligned with Samsung's brand, culture, and customer-centric values.

Compliance & Risk Management

• Ensure BPO partners comply with contractual obligations, regulatory requirements (e.g., data privacy laws), and Samsung operational standards.
• Proactively manage potential risks related to security, confidentiality, and business continuity.

Relationship Management

• Act as the primary liaison between Samsung and the assigned BPO sites.
• Foster strong partnerships with vendor leadership and ensure effective communication and collaboration.
• Advocate for Samsung's interests while maintaining a balanced vendor relationship that promotes mutual success.

Workforce Management Support

• Validate and review staffing models, forecasting accuracy, and schedule adherence across vendor sites.
• Support capacity planning initiatives, especially during seasonal spikes, product launches, or promotional events.

Process Optimization & Innovation

• Recommend and implement tools, technologies, and process improvements to enhance efficiency, customer experience, and operational outcomes.
• Stay current with call center industry trends and bring innovative practices to Samsung's customer service ecosystem.

Travel

• Travel to BPO sites in India is expected quarterly or as business needs dictate.

Qualifications:

• 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 (e.g., Genesys, NICE, Verint, JIRA, ASANA, Tableau, PowerBI).
• Strong knowledge of CRM tools (e.g., Zendesk, Sprinklr).
• Demonstrated success in managing multiple vendor relationships across international geographies.
• Exceptional analytical, problem-solving, and organizational skills.
• Excellent interpersonal and communication skills, with the ability to influence across cultures and seniority levels.

About Intelassist

Established in 2007, Intelassist is a remote staffing organization that originated from a collaboration between US-based industry professionals and an experienced operational team in Manila, Philippines. Our US team brings over 20 years of experience in engineering, manufacturing, IT, finance, and high-level operations, while our Manila-based team offers over 15 years of experience in delivering exceptional support to global enterprises.

Our coast-to-coast US offices, in collaboration with our dedicated employees in the Philippines, enable us to deliver results to clients in various markets and for a wide range of roles. With over 15 years of experience in the BPO industry, Intelassist places a strong emphasis on organizational resilience and social stewardship to foster lasting, meaningful partnerships within our team and with our clients.

At the core of our business lie our people. Our ability to recruit, train, and, most importantly, retain exceptional team members is not only what enables Intelassist to attract the region's finest talent but also what bestows stability upon our clients through reduced turnover and tangible outcomes.

With a workforce of slightly over 1,000 employees, we strike a balance – substantial enough to possess profound insight into the Business Process Outsourcing (BPO) industry, yet intimate enough to maintain the family-like, high-energy work atmosphere that our candidates seek.

At Intelassist, we specialize in sourcing, training, and retaining top-tier talent, each exclusively dedicated to meeting our clients' unique needs. Our proven track record and local presence ensure that Intelassist clients enjoy increased productivity, reduced staff turnover, and significant cost savings.

WHY INTELASSIST?

We grow together. We value your effort. We aim to empower you.