Wakefit
Website:
wakefit.co
Job details:
Role Overview
We are seeking an experienced Vendor Manager to own the end-to-end
relationship with our outsourced customer support (BPO) partner. This role is the primary point
of contact between the company and the vendor's account management/leadership team,
responsible for driving day-to-day operational coordination and ensuring the vendor delivers
against agreed CS metrics, staffing plans, and business objectives.
Key Responsibilities
Vendor Relationship & Coordination
- Serve as the single point of contact (SPOC) for day-to-day coordination with the vendor
partner's account manager and operations team.
- Build and maintain a strong, collaborative working relationship with vendor leadership to
drive performance and resolve escalations quickly.
- Travel to the vendor location on a periodic basis to conduct on-ground reviews, audits,
and relationship-building visits.
Performance & Metrics Management
- Own and monitor all CS performance metrics for the outsourced center, including but not
limited to:
- Customer Experience (CSAT/quality scores)
- Speed metrics (AHT, response time, SLA adherence)
- Quality metrics (QA scores, error rates, compliance)
- Analyze performance trends, identify gaps, and drive corrective action plans with the
vendor to meet targets.
- Track and report on planned vs. actual resource/headcount deployed by the vendor,
ensuring staffing aligns with volume forecasts and business needs.
Governance & Reviews
- Plan, prepare, and lead Monthly Business Reviews (MBR) and Weekly Business
Reviews (WBR) with the vendor and internal CET (Customer Experience Team)
leadership.
- Present performance dashboards, root-cause analyses, and improvement plans in these
forums.
- Ensure timely follow-up and closure of action items arising from MBR/WBR discussions.
Operational Ownership
- Coordinate with internal stakeholders (Workforce Management, Quality, Training,
Operations) to ensure alignment between vendor delivery and business expectations.
- Flag risks related to staffing shortfalls, performance dips, or process gaps proactively to
internal leadership.
- Support contract/commercial discussions with inputs on vendor performance where
required.
Candidate Requirements
- Total Experience: 5+ years, with proven experience in vendor/BPO management within a
customer support or operations environment.
- Demonstrated experience managing outsourced partners against SLAs, quality
benchmarks, and staffing plans.
- Strong analytical skills with the ability to interpret CS metrics (CSAT, AHT, quality scores,
attrition, shrinkage) and translate them into actionable plans.
- Experience leading or participating in MBR/WBR governance forums with both vendor
and internal leadership stakeholders.
- Strong stakeholder management and communication skills — comfortable engaging with
vendor account managers as well as internal CET leadership.
- Willingness and ability to travel to vendor locations as required.
- Proficiency in MS Excel/PowerPoint for reporting and dashboarding; familiarity with
WFM/reporting tools is a plus.
Key Skills
- Vendor/BPO Management
- Performance & SLA Management
- Workforce Planning (Planned vs Actual Resource Tracking)
- Business Review Governance (MBR/WBR)
- Stakeholder Management
- Data Analysis & Reporting
Click on Apply to know more.
