Vendor Management

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time

Job Description

  • Act as the primary point of contact between the Inhouse team and BPO.
  • Develop and maintain the overall management of the BPOs.
  • Performance management on contact center metrics - Service Level Management, Abandonment Rate Management, AHT, CSAT, FCR, Productivity, Backlog, Attrition & Shrinkages.
  • Keep track of vendor performance, involved in penalties tracking and discussion.
  • Work with vendors and internal stakeholders to understand the business requirements, track action plans and initiatives to meet performance targets.
  • Ensure vendor service levels meet contractual targets and develop necessary counter measures including defining penalties or developing action plans.
  • Identify problems, trends, and take corrective action based on measuring and evaluating vendor performance.
  • Manage and maintain contractual work, allocated budgets where relevant, support periodic negotiation of rates, contracts and KPI metrics.
  • Lead regular business reviews, planned or adhoc meetings, and any vendor relationship management activities including vendor selection process and vendor operations strategy.
  • Management of contract and addendums based on operational requirements and changes in the prior agreement signed.
  • Plan, lead and supervise any projects to improve KPI metrics and ensure commitment from BPOs in achieving targeted goals.
  • Ensure positive relationships with BPO management team is maintained at all times - and grievances to be handled in such a way that it reflects Shopee values.
  • Proactively work with internal support teams (QA, Training, Logistics, Products, KB Management, BD) for any add-value projects or initiatives to close gaps and optimise current SOP and arrangement.

Requirements

  • Minimum 5 to 8 years' experience in customer service/call center, experience working in BPO or managing client is a MUST.
  • Experience in workforce management(WFM)/project management is an added value.
  • Must be individual and team contributor to achieve team's KPI.
  • Knowledgeable in Contact Centre Operations, the KPIs and understands what is needed to drive performance in the Contact Center.
  • 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).

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