Vendor Management – Operations, MY Marketplace

Job title: Vendor Management – Operations, MY Marketplace

Company: Shopee


Job description: Job Description :

• Act as the primary point of contact between the Inhouse team and BPO
• Develop and maintain the overall management of the BPOs
• Performance management on contact center metrics – Service Level Management, Abandonment Rate Management, AHT, CSAT, FCR, Productivity, Backlog, Attrition & Shrinkages.
• Keep track of vendor performance, involved in penalties tracking and discussion
• Work with vendors and internal stakeholders to understand the business requirements, track action plans and initiatives to meet performance targets
• Ensure vendor service levels meet contractual targets and develop necessary counter measures including defining penalties or developing action plans
• Identify problems, trends, and take corrective action based on measuring and evaluating vendor performance
• Manage and maintain contractual work, allocated budgets where relevant, support periodic negotiation of rates,contracts and kpi metrics
• Lead regular business reviews, planned or adhoc meetings, and any vendor relationship management activities including vendor selection process and vendor operations strategy
• Management of contract and addendums based on operational requirements and changes in the prior agreement signed.
• Plan, lead and supervise any projects to improve KPI metrics and ensure commitment from BPOs in achieving targeted goals.
• Ensure positive relationships with BPO management team is maintained at all times – and grievances to be handled in such a way that it reflects Shopee values.
• Proactively work with internal support teams (QA, Training, Logistics, Products, KB Management, BD) for any add-value projects or initiatives to close gaps and optimise current SOP and arrangement.

Requirements :

• Minimum 5 to 8 years’ experience in customer service/call center, experience working in BPO or managing client is a MUST
• Experience in workforce management(WFM)/project management is an added value
• Must be individual and team contributor to achieve team’s KPI
• Knowledgeable in Contact Centre Operations, the KPIs and understands what is needed to drive performance in the Contact Center
• 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)

Expected salary:

Location: Kuala Lumpur

Job date: Tue, 25 Mar 2025 23:35:40 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.pro) you saw this job posting.Thanks&Good Luck