Vendor Management Officer
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Job Summary
Key Responsibilities
- Manage vendor relationships and serve as the primary point of contact.
- Monitor vendor performance against agreed SLAs KPIs quality and service standards.
- Coordinate vendors supporting BPO operations including manpower technology training facilities and logistics.
- Manage vendor contracts renewals SLAs documentation and compliance requirements.
- Review vendor invoices against agreed rates and services delivered identifying cost-saving opportunities.
- Coordinate vendor onboarding approvals documentation and compliance checks.
- Identify escalate and resolve vendor-related risks service issues and operational disruptions.
- Maintain vendor records performance trackers and reports for management review.
- Conduct regular vendor performance reviews and ensure timely closure of outstanding issues.
- Bachelors degree or equivalent in Business Administration Management Social Sciences Operations Management or a related discipline.
- Professional certification in Customer Service Operations Management Project Management or related fields will be an advantage. Experience
- Minimum of 57 years relevant experience in BPO Contact Centre Customer Experience Shared Services or a similar high-volume service environment.
- At least 23 years in a supervisory/management role managing frontline/customerfacing teams.
- Demonstrable experience managing large teams and/or multiple client accounts.
- Experience managing SLAs KPIs operational dashboards and client performance reviews.
- Experience in workforce planning performance management quality management and continuous improvement
Required Skills:
Professional certification in Customer Service Operations Management Project Management or related fields will be an advantage Experience Minimum of 57 years relevant experience in BPO Contact Centre Customer Experience Shared Services or a similar high-volume service environment. At least 23 years in a supervisory/management role managing frontline/customerfacing teams. Demonstrable experience managing large teams and/or multiple client accounts. Experience managing SLAs KPIs operational dashboards and client performance reviews. Experience in workforce planning performance management quality management and continuous improvement
Required Education:
Bachelors degree or equivalent in Business Administration Management Social Sciences Operations Management or a related discipline.
