Global Vendor Operations Leader - Customer Experience

VRI Crew; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

INTELASSIST seeks a Vendor Manager to oversee outsourced BPO partners in India and the Philippines, driving performance and ensuring best‑in‑class customer experiences across voice, chat, and back‑office support. You will govern operations with a data‑driven approach and lead cross‑cultural collaboration with vendor teams.

Ideal candidates bring 5+ years in vendor management for global customer service, strong analytics, and familiarity with major CRM/reporting tools.

Qualifications

• Bachelor’s degree in Business, Operations Management, or related field.
• 5+ years of vendor management or global BPO operations experience.
• Strong knowledge of CRM tools and reporting systems (Genesys, NICE, Verint, Tableau, PowerBI).

Responsibilities

• Oversee outsourced BPO partners across India and the Philippines.
• Monitor KPIs: SLAs, NPS, AHT, shrinkage, attrition, QA scores, compliance.
• Conduct regular business reviews with vendor leadership to drive improvements.
• Identify root causes of performance gaps and drive continuous improvement initiatives.
• Ensure compliance with contracts, regulatory requirements, data privacy, and business continuity.
• Coordinate staffing forecasts and scheduling across vendor sites; assist capacity planning.
• Travel to BPO sites quarterly as needed.

Skills

Vendor management

Call center operations

Data-driven governance

Cross-cultural communication

Leadership

Analytical skills

Stakeholder management

Education

Bachelor’s degree in Business/Operations Management

Tools

Genesys

NICE

Verint

JIRA

ASANA

Tableau/PowerBI

Zendesk

Sprinklr

Job description

INTELASSIST seeks a Vendor Manager to oversee outsourced BPO partners in India and the Philippines, driving performance and ensuring best‑in‑class customer experiences across voice, chat, and back‑office support. You will govern operations with a data‑driven approach and lead cross‑cultural collaboration with vendor teams.

Ideal candidates bring 5+ years in vendor management for global customer service, strong analytics, and familiarity with major CRM/reporting tools.