Vendor Manager (US Based Client)
Vendor Manager (US Based Client)
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Salary Not Disclosed
1 Vacancy
Job Description
Employment Type: Full-Time Employment
Work Setup: 100% Onsite
Work Schedule: Night Shift (Following U.S. Eastern Time Zone)
Location: Eastwood Libis Quezon City
Salary Package: 100000 to 170000 PHP/Monthly
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 Samsungs 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 Samsungs 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 Samsungs customer service ecosystem.
Travel
- Travel to BPO sites in India is expected quarterly or as business needs dictate.
Qualifications:
- Bachelors 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.
WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.
Required Experience:
Manager
Employment Type
Full-Time
