Vendor Manager Support (US Based Client)

Quezon City - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Department:

Operations

Job Summary

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 150000 PHP/Monthly

Position Overview:

Support the Senior Vendor Manager to ensure overall BPO center performance meets company expectations and ensures the success of the overall customer experience

Duties and Responsibilities:

State the major activities and performance standards for which the position is responsible.

Monitor daily voice and digital contact center activities for multiple vendor locations.
Responsible for analyzing operational reporting to determine performance gaps/operational opportunities to ensure Vendor KPI goals are achieved.
Attend and co-facilitate with Samsung Quality Department to ensure vendors operate in accordance with established QA processes internally and externally.
Daily Weekly and Monthly reporting of KPI and Operational reporting and activities for voice chat and email channels.
Operational Tools Ad hoc Reporting
GenAI and Agent Desktop Guided Workflow observation to ensure optimal internal and external customer experience
Support Snr VM with other operational SEA departments PIC onshore location PIC
Support Snr VM with escalated issues presented by SEA
Support Snr VM with BPO Escalated Issues (policy process system customer impacting outlier issues).
Support Snr VM in providing support to voice and digital BPOs in questions or concerns related to product information or company policies/processes/procedures.
Identify analyze and offer solutions for training gaps identified from reporting and monitoring observations.
Assist with after-hours vendor issues and outages to ensure minimal customer impact.
Support Snr VM with facilitating daily calls with vendors for touch-base of previous day performance
Offer suggestions and solutions for voice and digital channels to improve the customer experience and improve operational performance.
Identify analyze and offer solutions for training gaps identified from reporting and monitoring observations.
Assist with after-hours vendor issues and outages to ensure minimal customer impact.
Support Snr VM with facilitating daily calls with vendors for touch-base of previous day performance
Offer suggestions and solutions for voice and digital channels to improve the customer experience and improve operational performance.

Performance Standards:

Vendor KPI Performance
Content quality goals set by management.
Customer survey results on satisfaction ratio.
Implementation of approved systems processes and content.
Required management reports.

Qualifications:

Bachelors degree in Business Operations Management or related field
3-5 years customer service/technical support management experience.
Strong knowledge and use of PC Windows and MSOffice applications.
Exceptional verbal and written communication skills.
Knowledge of operating and installing consumer electronics products.
Solid leadership skills.
Demonstrate highly analytical approach to problem solving.
Knowledgeable of call center metrics and KPIs related to voice and digital channels
Experience with client/vendor relationship management within a call center
Passion for customer service focus and adept at analyzing customer experience results
Ability to present analytical data and findings or other reporting related information via written and/or verbal presentation

WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.

Required Experience:

Manager

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 150000 PHP/MonthlyPosition Overview:Support the Senior Vendor Manager to ensure overall BPO center performance me...

Position Overview:

Support the Senior Vendor Manager to ensure overall BPO center performance meets company expectations and ensures the success of the overall customer experience

Duties and Responsibilities:

State the major activities and performance standards for which the position is responsible.

Monitor daily voice and digital contact center activities for multiple vendor locations.
Responsible for analyzing operational reporting to determine performance gaps/operational opportunities to ensure Vendor KPI goals are achieved.
Attend and co-facilitate with Samsung Quality Department to ensure vendors operate in accordance with established QA processes internally and externally.
Daily Weekly and Monthly reporting of KPI and Operational reporting and activities for voice chat and email channels.
Operational Tools Ad hoc Reporting
GenAI and Agent Desktop Guided Workflow observation to ensure optimal internal and external customer experience
Support Snr VM with other operational SEA departments PIC onshore location PIC
Support Snr VM with escalated issues presented by SEA
Support Snr VM with BPO Escalated Issues (policy process system customer impacting outlier issues).
Support Snr VM in providing support to voice and digital BPOs in questions or concerns related to product information or company policies/processes/procedures.
Identify analyze and offer solutions for training gaps identified from reporting and monitoring observations.
Assist with after-hours vendor issues and outages to ensure minimal customer impact.
Support Snr VM with facilitating daily calls with vendors for touch-base of previous day performance
Offer suggestions and solutions for voice and digital channels to improve the customer experience and improve operational performance.
Identify analyze and offer solutions for training gaps identified from reporting and monitoring observations.
Assist with after-hours vendor issues and outages to ensure minimal customer impact.
Support Snr VM with facilitating daily calls with vendors for touch-base of previous day performance
Offer suggestions and solutions for voice and digital channels to improve the customer experience and improve operational performance.

Performance Standards:

Vendor KPI Performance
Content quality goals set by management.
Customer survey results on satisfaction ratio.
Implementation of approved systems processes and content.
Required management reports.

Qualifications:

Bachelors degree in Business Operations Management or related field
3-5 years customer service/technical support management experience.
Strong knowledge and use of PC Windows and MSOffice applications.
Exceptional verbal and written communication skills.
Knowledge of operating and installing consumer electronics products.
Solid leadership skills.
Demonstrate highly analytical approach to problem solving.
Knowledgeable of call center metrics and KPIs related to voice and digital channels
Experience with client/vendor relationship management within a call center
Passion for customer service focus and adept at analyzing customer experience results
Ability to present analytical data and findings or other reporting related information via written and/or verbal presentation

WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.

Required Experience:

Manager

Key Skills

Presentation Skills
Purchasing
Procurement
Vendor Management
Process Improvement
Pricing
Project Management
Relationship Management
Contract Management
Contract Negotiation
negotiation
Contracts

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About Company

Intelassist

: Work collaboratively with a team to ensure the complete and timely collection of medical records, billing information, and other materials collected on behalf of our customers (Law Offices).Qualifications as follows: Excellent Communication Skills (Oral and Written)Ability to exp

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