Vendor Manager

Increase the font size  Reduce the font size 2022-09-23 IP Location 菲律宾 260
Industry Category Admin / Human Resources Position Top Management
Recruitment Department Number Of Recruits several
Work Location All Cities Nature Of Work Full Time
Gender Requirements Male Marriage Requirement No marital status restrictions
Education Level College Diploma Work Experience No work experience restrictions
Age Requirement Above 18 years old Salary Package Negotiable
Updated Date 2022-09-23 Valid Until Long-term validity
Job Description

about the Team

Our team manages and operates Client large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible…..at scale. 

about the Role

Client is looking for a BPO Vendor Manager to help our customer experience team manage support quality with the rapid growth of our international last-mile logistics platform. This person will enhance the quality of the customer support experience by partnering with support vendors (BPOs) to ensure their quality meets Client expectations, including CSAT, FCR, AHT, and other support metrics. You will report to Client Senior Manager, Vendor Success. You will be based in one of Clients core BPO Vendor regions and need to travel to vendor sites.

You’re excited about this opportunity because you will…

● Work with the Client Vendor Success team to manage multiple sites' performance within calibrated targets.

● Identify and report trends and opportunities for Vendors using data and onsite observation to improve quality and productivity

● Reinforce compliance with new launches, processes, and policies in conjunction with the Client Quality Assurance team to identify and distinguish Vendor controllable from Client training and content opportunities

● Work with Vendors to root cause and resolve Teammate and staff behavioral (policy/process) problems, technical issues with Client, and third-party software

● Other projects assigned by management or as needed

We’re excited about you because…

● You have a BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas.

● You have 3+ years of support operations experience managing support KPIs such as CSAT.

● You have driven operations excellence and quality improvements across multiple support sites.

● You are analytical and data-driven; with experience distilling large data sets to actionable insights - root cause analysis is your specialty.

● You know how to present complex information clearly and concisely with strong written, verbal, and visual communication skills.

● You are well-organized and attentive to detail with impeccable follow-up and follow-through capabilities.

● Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously

● Have an owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better.

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More>Company Introduction
ABOUT TELEPERFORMANCETeleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA - Bloomberg: TEP FP), a leading global group in digitally integrated business services, serves as a strategic partner to the world’s largest companies in many industries. It offers a One Office support services model combining three wide, high-value solution families: customer experience management, back-office services and business process knowledge services. These end-to-end digital solutions guarantee successful customer interaction and optimized business processes, anchored in a unique, comprehensive high tech, high touch approach.The Group's 383,000 employees, based in 83 countries, support billions of connections every year in over 265 languages and 170 markets, in a shared commitment to excellence as part of the “Simpler, Faster, Safer” process. This mission is supported by the use of reliable, flexible, intelligent technological solutions and compliance with the industry’s highest security and quality standards, based on Corporate Social Responsibility excellence. In 2020, Teleperformance reported consolidated revenue of €5,732 million (US$ 6.5 billion, based on €1 = $1.14) and net profit of €324 million.Teleperformance began operations in the Philippines in 1996 and has grown to become a preferred offshore contact center outsourcing option. The company employs over 56,000 people in the country and operates around 40,000 workstations in 22 business sites located across Metro Manila, Antipolo, Cavite, Baguio, Bacolod, Cebu, Cagayan de Oro and Davao.Teleperformance Philippines offers offshore solutions and serves the North American, Australia, Asia and European markets, as well as the Domestic market, managing all aspects of the customer relations cycle for brands aiming to deliver excellent customer experiences.From 2012 to 2020, Teleperformance has received the Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the Year Award for its significant performance in revenue management, market share, capabilities, and overall contribution to the contact center industry. In addition, Teleperformance Philippines was awarded as Outstanding Employer and Outstanding Community Project of the Year by the Philippine Economic Zone Authority (PEZA), the Top Employer of the Year and Corporate Social Responsibility Circle of Excellence at the Asia CEO Awards, and the Outstanding Volunteer by the National Economic Development Authority.In 2021, Teleperformance Philippines was again certified as a Great Place to Work® and is the only organization in the country to receive this certification from the Great Place to Work® Institute for four years in a row. This year, Teleperformance celebrates its 26th year of continued excellence and leadership in the country. This milestone highlights the company’s commitment to steadily provide the best employment experience for Filipinos, proactively support the nation’s IT-BPM sector, and uphold its socio-civic engagements to create a difference in the lives of the Philippine community.For further information, visit the Teleperformance website at teleperformance.ph


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