Vendor Manager (US Based Client)

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 & Polic...