Vendor Manager – Customer Support Operations

Wakefit; Bengaluru; Presencial; INR 1 000 000 - 1 500 000; Tempo integral

Resumo da oferta

Wakefit seeks an experienced Vendor Manager to own the end-to-end relationship with our outsourced customer support (BPO) partner. You will be the primary contact between Wakefit and the vendor's leadership, driving day-to-day coordination and ensuring delivery against CS metrics, staffing plans, and business objectives.

The role involves building strong vendor relationships, leading governance forums (MBR/WBR), travel to vendor locations for reviews, and owning performance dashboards and action

Qualificações

• Total Experience: 5+ years in vendor/BPO management within a customer support/operations environment.
• Experience managing outsourced partners against SLAs, quality benchmarks, and staffing plans.
• Strong analytical skills to interpret CS metrics (CSAT, AHT, quality scores, attrition, shrinkage) and translate into action.
• Experience leading governance forums (MBR/WBR) with vendor and internal leadership.
• Stakeholder management and communication skills with vendor account managers and CET leadership.
• Willingness and ability to travel to vendor locations as required.
• Proficiency in MS Excel/PowerPoint for reporting and dashboards; familiarity with WFM/reporting tools is a plus.

Responsabilidades

• Serve as SPOC for day-to-day coordination with vendor partner's account manager and operations team.
• Build and maintain strong collaborative relationship with vendor leadership to drive performance and resolve escalations quickly.
• Travel to vendor location periodically for on-ground reviews, audits, and relationship-building visits.
• Own and monitor CS performance metrics for the outsourced center (CSAT, AHT, SLA adherence, QA scores, etc.).
• Analyze performance trends, identify gaps, and drive corrective action plans with the vendor to meet targets.
• Track and report planned vs actual resource/headcount deployed by the vendor to align with forecasts.
• Plan, prepare, and lead Monthly and Weekly Business Reviews with vendor and CET leadership; present dashboards and improvement plans.
• Ensure timely follow-up and closure of action items from MBR/WBR.
• Coordinate with internal stakeholders (WFM, Quality, Training, Operations) to align vendor delivery with business expectations.
• Flag risks related to staffing, performance dips, or process gaps to leadership.
• Support contract/commercial discussions with inputs on vendor performance when required.

Conhecimentos

Vendor management

BPO management

MS Excel

PowerPoint

SLA management

Data analysis

Ferramentas

WFM tools

Reporting tools

BI/Analytics tools

Descrição da oferta de emprego

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

• 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

• Performance & SLA Management
• Workforce Planning (Planned vs Actual Resource Tracking)