Vendor Operations Lead: Teleservices & CX Excellence

XL Smart career; Jakarta Selatan; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

XL Smart career seeks an operations monitor to oversee vendor-led customer service operations with BPO partners, ensuring SLA, quality and continuous improvement across CS, retention, collection, and tele-upsales.

You will manage day-to-day vendor-site operations, staffing readiness, adherence to schedules, and coordinate corrective actions to maintain service levels; monitor key metrics and ensure knowledge materials are up to date.

Responsibilities

• Oversee day-to-day vendor-site operations, staffing readiness, schedule adherence, and identify operational risks as well as coordinate timely corrective actions to maintain service level
• Ensure professional customer handling, monitor aging, and escalated cases, and coordinate complaint resolution and service recovery with relevant stakeholders
• Ensure vendor adherence to approved SOPs, scripts, policies, and service standards including review QA findings and drive corrective & preventive actions
• Monitor key operational metrics not limited to Service Level (SL), Average Handling Time (AHT), Abandonment Rate, First Contact Resolution (FCR), QA Score, and CSAT as well as conduct daily/weekly performance reviews and elevate SLA breaches
• Ensure agents receive accurate and timely product, campaign, and process updates, while maintaining current and accessible scripts, FAQs, guidelines, and knowledge materials
• Act as the company's operational liaison at vendor sites and coordinate with relevant internal functions to resolve operational issues and ensure delivery against agreed contractual obligations and service standards

Job description

XL Smart career seeks an operations monitor to oversee vendor-led customer service operations with BPO partners, ensuring SLA, quality and continuous improvement across CS, retention, collection, and tele-upsales.

You will manage day-to-day vendor-site operations, staffing readiness, adherence to schedules, and coordinate corrective actions to maintain service levels; monitor key metrics and ensure knowledge materials are up to date.