Vendor Operations Specialist (Third-Party Call Center Performance Management)

Job Summary

Responsible for managing third-party call center performance, including daily KPI progress management, timely Case Pass response and handling, service process supervision and improvement, and HQ project rollout and coordination. Ensure service delivery meets ASUS standards and continuously improve customer satisfaction and brand loyalty.

Key Responsibilities

Vendor & Operations Performance Management

• Establish and maintain core KPI dashboards for third-party call centers; track daily/weekly/monthly performance, including SLA, FRT, AHT, FCR, CSAT, QA Score, Backlog, etc.
• Conduct root cause analysis (RCA) on KPI deviations; distinguish volume, quality, and process issues; drive third-party improvement plans.
• Chair weekly/monthly business reviews (WBR/MBR) with vendors; prepare structured performance reports for ASUS management.
• Monitor business volume fluctuations and operational readiness for NPI, promotions, and peak seasons.

Case Pass & Escalation Management

• Act as the primary point of escalation between ASUS and third-party call centers; handle complex complaints, technical escalations, and cross-department coordination.
• Monitor daily ticket/case flow; provide early warning and intervention for overdue, unresponsive, or repeatedly escalated cases to ensure SLA closure.
• Coordinate internal ASUS product, technical, and after-sales resources to support third parties and shorten resolution time.
• Maintain SOPs and knowledge base to ensure third-party teams align with ASUS HQ information.

Process Supervision & Improvement

• Conduct regular audits and spot checks on third-party service processes; verify compliance with ASUS service standards, scripts, and data privacy requirements.
• Identify bottlenecks, redundancies, and risks; propose actionable improvement plans with timelines and acceptance criteria.
• Supervise implementation and track results to ensure closed-loop improvement.
• Participate in training coordination and assessment alignment for third-party new hires.

HQ Project Rollout & Coordination

• Serve as local interface for HQ programs at third-party call centers; localize requirements and ensure execution.
• Develop rollout plans, coordinate third-party resources, track milestones, and report progress/risks to HQ.
• Evaluate post-rollout performance; provide local optimization recommendations.
• Support third parties in new system/tool/process launch, including access, training, and trial support.

Technology & Analytics

• Lead CRM/system optimization; generate in-depth analysis reports for data-driven decisions.
• Proficient in Excel, Power BI/Tableau, and ticketing systems (ServiceNow, Zendesk, Genesys, etc.).

Training & QA

• Align quality calibration processes with global benchmarks.
• Support training on product knowledge, process, and soft skills.

Qualifications

• Bachelor's degree or above; Business Management, Operations Management, Industrial Engineering, IT, or related fields preferred.
• 3+ years of call center/BPO operations management or third-party vendor performance management experience.
• Strong knowledge of call center KPI systems; data analysis and root cause analysis capability.
• Excellent communication and cross-team coordination; able to manage external vendors and internal stakeholders.
• Fluent English required (CEFR C1+ preferred); Chinese not required.
• Familiar with ticketing systems and data visualization tools.
• Consumer electronics/technology industry experience preferred.
• Experience working with multinational HQ and local teams preferred.
• ITIL Foundation, Lean Six Sigma, or other process management certifications preferred.
• Willing to be assigned in Ortigas, Pasig City.

Why Join Us

Competitive Salary – We value your skills and reward your contributions.

Quarterly Performance Bonus – Earn more based on your performance.

Weekends Off – Recharge and enjoy your weekends.

Monthly Employee Engagement Activities – Connect with colleagues through fun team events and activities.

ASPH Holiday Break – Enjoy a 2-week break in December for a better work-life balance.

HMO and Group Life Insurance (Upon regularization) – Comprehensive health coverage for you and your dependents.

Medicine Reimbursement – Covers optical expenses, over-the-counter medicines, any dental-related medicines and gym membership.

Complete Statutory Benefits – We provide full compliance with all legal requirements.

Join us and be part of a team that's driving innovation and excellence in the tech industry!