Own end-to-end BPO management, acting as the primary point of contact to ensure alignment on operational goals, performance expectations, and business outcomes.
Collaborate with BPO leads, agents, and internal stakeholders to drive action plans and initiatives that achieve key KPIs (e.g., AHT, productivity, E2E performance, attendance and etc).
Monitor and manage vendor performance against SLAs, proactively identifying gaps and implementing corrective actions, including performance improvement plans and penalties where applicable.
Maintain backlog at optimal levels while ensuring consistent achievement of end-to-end agent performance targets.
Lead regular (bi-weekly) business reviews with BPO partners to evaluate performance, address gaps, and drive continuous improvement.
Oversee contract governance, ensuring full compliance with agreed terms, and address any gaps related to contract adherence or service delivery.
Review and validate vendor billing and requests to ensure accuracy, transparency, and alignment with contractual agreements.
Travel to BPO sites as required to monitor performance, conduct on-ground reviews, and strengthen operational alignment.
Requirements
Bachelor's degree in any discipline with strong analytical skills.
Minimum 2 years experience in vendor management or customer service management.
Strong English communication skills, both written and verbal.
Ability to work independently and as part of a team.
Experience in performance management and project management is an added advantage.
Strong analytical, problem-solving, and trend analysis skills.
Excellent presentation and collaborations skills; ability to communicate at a high level across diverse team of stakeholders.
High energy, self-motivation and ability to thrive in a fast-paced working environment with a customer focused attitude.
Ability to juggle many projects and consistently deliver results with relentlessly high quality, accuracy and extreme attention to detail as well as manage/mitigate issues and risks.
Proven ability to manage relationships within BPOs/across multiple stakeholders.
Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint).
