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Job Description:

Own the end-to-end BPO performance management framework, including conducting formal performance review sessions with BPO leadership.
Serve as the main point of contact between internal teams and the BPO management team, ensuring alignment on priorities, escalations, and process changes.
Lead cost management activities including budget planning, invoice validation, cost variance analysis, and identifying cost optimization opportunities.
Manage BPO capacity and utilization planning to ensure appropriate staffing levels are maintained in line with business demand and efficiency targets.
Drive governance mechanisms such as weekly/monthly business reviews, SLA enforcement, and contractual compliance with the BPO vendor.
Collaborate with internal stakeholders to translate business requirements into operational changes at the BPO level and oversee implementation.
Identify and lead continuous improvement initiatives to enhance BPO efficiency, quality, and customer experience outcomes.
Produce volume forecasts on a daily, weekly, monthly, and annual basis to support staffing planning

Requirements:

Minimum 3â€4 years of experience in BPO management, vendor management, or contact center operations, within a tech start-up or fast-paced industry (e-commerce, ride-hailing, food delivery, etc.) preferred.
Strong data analytical and problem-solving skills with the ability to translate data into actionable recommendations.
Strong understanding of BPO operations, including workforce management, SLA governance, and vendor contracting.
Fluent in English (spoken and written)
Highly organized, self-driven, and comfortable operating with

Customer Service (Workforce Management), Associate - Operations, ShopeeFood