Job Description:
1. BPO performance management & Issue resolution:
- Closely monitor daily BPO performance, take action internally & externally to achieve SLA Process daily/monthly booking to Vendors & resolve related BPO incidents in assigned areas.
- Frequent meeting/analysis/review/build relationships with Vendors and internal stakeholders to ensure smooth business operations.
- Work with related teams to investigate/resolve issues/incidents related to BPO/staff from vendors.
2. Vendor performance monitoring and control:
- Proactively work with Vendors & internal team to resolve bottlenecks in process/operations, ensuring end-to-end BPO fulfillment & quality.
- Understand business landscape, continuously benchmark with other markets/businesses who also use similar BPO supplies to ensure our strong position in the market.
- Contribute & process vendor evaluation with internal teams.
Requirements:
- Min 5+ years of experience in workforce management or related roles.
- Solid communication and stakeholder management skill, both internally and externally.
- Data and SOP-driven, with strong problem-solving and decision-making abilities.
- Thrives in fast-paced settings, delivering results under pressure and within tight deadlines.
- A good team player with a continuous improvement mindset.
- Experience in vendor/3PL management is a plus.
