Vendor Manager (Sales Call Center)

Fortis; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

Fortis is seeking an experienced BPO Vendor Manager to scale our outsourced sales operation in the UAE. You will own governance, performance, and commercial success across multiple call center partners, ensuring high-quality sales outcomes and regulatory compliance.

You will lead vendor selection, negotiate contracts, define KPIs, and drive optimization through data-driven reviews. This role focuses on scalable revenue growth with a structured, performance-first approach.

Qualifications

• Experience managing outsourced call center vendors from the client side.
• Strong commercial negotiation and vendor management experience.
• Solid understanding of contracts, SLAs, KPIs, and governance.
• Experience driving operational improvements using data and performance analysis.
• Highly organized, structured, and results-oriented.

Responsibilities

• Own the end-to-end management of outsourced call center vendors, from onboarding through ongoing performance governance.
• Lead vendor selection, commercial discussions, contract negotiations, and SLA management in partnership with Procurement, Legal, and Sales leadership.
• Define and monitor operational KPIs including revenue, paid clients, conversion rates, quality, productivity, and cost efficiency.
• Run daily, weekly, and monthly business reviews with vendor leadership to identify performance gaps and implement improvement plans.
• Design and manage vendor incentive and penalty models that reward performance while ensuring accountability.
• Drive continuous improvements across sales processes, scripting, lead routing, quality assurance, scheduling, and training.
• Ensure compliance with company policies, brand standards, data privacy requirements, and regulatory obligations.
• Build accurate forecasts and performance reports for senior leadership using operational and commercial data.
• Benchmark multiple vendor partners and recommend scaling, optimization, or replacement based on measurable performance.

Skills

Vendor management

Commercial negotiation

Contract & SLA knowledge

Performance analytics

Organized & results-oriented

Job description

We're looking for an experienced BPO Vendor Manager to build and scale Fortis' outsourced sales operation.

This is not a traditional people management role. Instead of managing individual agents, you'll own the performance, governance, and commercial success of our outsourced call center partners. You'll ensure our vendors consistently deliver high-quality sales outcomes while meeting commercial, operational, and compliance standards.

As we expand our outsourced sales channel across the region, you'll play a critical role in selecting, managing, benchmarking, and optimizing multiple call center partners to drive predictable revenue growth.

What You’ll Do

• Own the end-to-end management of outsourced call center vendors, from onboarding through ongoing performance governance.
• Lead vendor selection, commercial discussions, contract negotiations, and SLA management in partnership with Procurement, Legal, and Sales leadership.
• Define and monitor operational KPIs including revenue, paid clients, conversion rates, quality, productivity, and cost efficiency.
• Run daily, weekly, and monthly business reviews with vendor leadership to identify performance gaps and implement improvement plans.
• Design and manage vendor incentive and penalty models that reward performance while ensuring accountability.
• Drive continuous improvements across sales processes, scripting, lead routing, quality assurance, scheduling, and training.
• Ensure compliance with company policies, brand standards, data privacy requirements, and regulatory obligations.
• Build accurate forecasts and performance reports for senior leadership using operational and commercial data.
• Benchmark multiple vendor partners and recommend scaling, optimization, or replacement based on measurable performance.

What We’re Looking For

Must Have

• Proven experience managing outsourced call center vendors from the client side.
• Strong commercial negotiation and vendor management experience.
• Solid understanding of contracts, SLAs, KPIs, and performance governance.
• Experience driving operational improvements using data and performance analysis.
• Highly organized, structured, and results-oriented.

Nice to Have

• Background supporting sales or commercial operations.
• Experience managing sales-focused BPO or contact center vendors.
• Knowledge of call center markets across the GCC, Egypt, or India.
• Arabic language skills are an advantage, but not essential.

As part of our recruitment process, we process candidate personal data for recruitment and selection purposes. This may include recording or transcription of interviews, AI-assisted summarisation of interview notes, and storage of candidate information in our applicant tracking system. These tools support our recruitment team and do not make final hiring decisions without human review. We retain candidate information only for as long as necessary for the relevant recruitment process, unless you separately agree that we may keep your details for future opportunities.

By submitting your application, you acknowledge that your personal data will be processed in accordance with this notice.