Vendor Operations Executive (1-year Contract)

What you'll do

• Own end-to-end BPO management, acting as the primary point of contact to ensure alignment on operational goals, performance expectations, and business outcomes.
• Collaborate with BPO leads, agents, and internal stakeholders to drive action plans and initiatives that achieve key KPIs (e.g., AHT, productivity, E2E performance, attendance and etc).
• Monitor and manage vendor performance against SLAs, proactively identifying gaps and implementing corrective actions, including performance improvement plans and penalties where applicable.
• Maintain backlog at optimal levels while ensuring consistent achievement of end-to-end agent performance targets.
• Lead regular (bi-weekly) business reviews with BPO partners to evaluate performance, address gaps, and drive continuous improvement.
• Oversee contract governance, ensuring full compliance with agreed terms, and address any gaps related to contract adherence or service delivery.
• Review and validate vendor billing and requests to ensure accuracy, transparency, and alignment with contractual agreements.
• Travel to BPO sites as required to monitor performance, conduct on-ground reviews, and strengthen operational alignment.

Requirements

• Bachelor’s degree in any discipline with strong analytical skills.
• Minimum 2 years’ experience in vendor management or customer service management.
• Strong English communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Experience in performance management and project management is an added advantage.
• Strong analytical, problem-solving, and trend analysis skills.
• Excellent presentation and collaborations skills; ability to communicate at a high level across diverse team of stakeholders.
• High energy, self-motivation and ability to thrive in a fast-paced working environment with a customer focused attitude.
• Ability to juggle many projects and consistently deliver results with relentlessly high quality, accuracy and extreme attention to detail as well as manage/mitigate issues and risks.
• Proven ability to manage relationships within BPOs/across multiple stakeholders.
• Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint).