Vendor Management Supervisor (Call Center)

Job Description

• Key Result Areas (Accountability & Responsibility of the role)

• Manage the day to day contact center activities
• Conduct effective resources planning to maximize productivity
• Manage the overall vendor performance with in-depth breakdown
• Monitoring the live operation performance
• Achieve the GMV targets assigned
• Provide ongoing insights/reports/analysis for upper management
• Lead the required meetings/trainings/coaching with vendors
• Implement and follow up on the new assigned projects

Job Requirements

Key Skills Required For this position:

We prefer someone who has understanding and experience of:

• Proven contact experience
• Knowledge of performing evaluation
• Solid understanding of reporting and budgeting
• Proficiency in MS Office
• Outstanding communication skills
• Excellent leader ship with problem solving skills
• Positive and can work under pressure

Basic Qualifications:

• Bachelor’s degree or equivalent degree
• 3+ years experience in contact Center in quality role
• Preferably vendor management experience

Preferred Qualifications ( not mandatory) :

• MBA degree from Premier institute / Prior start up experience will be preferred
• Prior SME or merchant lending experience in a Fintech/ Banking /E-commerce setup
• Prior fintech experience managing wallet services and integrations with third-party vendors