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: 100,000 to 170,000 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 Samsung's 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 Samsung's 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 Samsung's customer service ecosystem.
Travel
- Travel to BPO sites in India is expected quarterly or as business needs dictate.
Qualifications
- Bachelor's 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
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