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.
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.
