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.