Vendor Manager

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

The Vendor Manager will oversee and drive performance across our outsourced customer service BPO partners located in India and The Philippines. This role is critical in managing day-to‑day operations and ensuring our BPO vendors deliver best‑in‑class customer experiences across voice, chat, and back‑office support functions.

The ideal candidate will have deep expertise in call center operations, a data‑driven approach to vendor governance, and strong cross‑cultural communication and leadership skills. Vendor Performance Management Oversee the operational execution of BPOs delivering support via voice, chat, and back‑office channels.

Monitor, analyze, and report on key performance indicators (KPIs), including:

• Service Levels (SLAs)
• Net Promoter Score (NPS)
• Average Handle Time (AHT)
• Shrinkage & Absenteeism
• Agent Attrition
• Quality Assurance (QA) scores
• Compliance & Policy Adherence

Governance & Continuous Improvement Conduct regular business reviews (WBRs, MBRs, QBRs) with vendor leadership to evaluate performance, trends, and areas of opportunity.

Identify root causes of performance gaps and drive continuous improvement initiatives in collaboration with BPO teams. Ensure vendors are aligned with Samsung’s brand, culture, and customer‑centric values. Compliance & Risk Management

Ensure BPO partners comply with contractual obligations, regulatory requirements (e.g., data privacy laws), and Samsung operational standards. Proactively manage potential risks related to security, confidentiality, and business continuity. Relationship Management

Act as the primary liaison between Samsung and the assigned BPO sites. Foster strong partnerships with vendor leadership and ensure effective communication and collaboration. Advocate for Samsung’s interests while maintaining a balanced vendor relationship that promotes mutual success.

Workforce Management Support Validate and review staffing models, forecasting accuracy, and schedule adherence across vendor sites. Support capacity planning initiatives, especially during seasonal spikes, product launches, or promotional events.

Process Optimization & Innovation Recommend and implement tools, technologies, and process improvements to enhance efficiency, customer experience, and operational outcomes. Stay current with call center industry trends and bring innovative practices to Samsung’s customer service ecosystem.

Travel Travel to BPO sites in India is expected quarterly or as business needs dictate. Qualifications:

Bachelor’s degree in Business, Operations Management, or related field 5+ years of experience in vendor management or BPO operations, preferably in a global customer service environment. Strong knowledge of tools and reporting systems (e.g., Genesys, NICE, Verint, JIRA, ASANA, Tableau, PowerBI).

Strong knowledge of CRM tools (e.g., Zendesk, Sprinklr). Demonstrated success in managing multiple vendor relationships across international geographies. Exceptional analytical, problem‑solving, and organizational skills.

Excellent interpersonal and communication skills, with the ability to influence across cultures and seniority levels. WHY INTELASSIST? We grow together.

We value your effort. We aim to empower you.