BPO Vendor Manager

1 semana atrás

São Paulo, São Paulo, Brasil Keeta Tempo inteiro

Outsourced Team Management & Performance Monitoring:

  • Responsible for managing and coordinating with multiple outsourced service providers (BPOs), including daily communication, task execution, progress tracking, and business alignment.
  • Define and implement KPIs/SLAs, conduct regular operational reviews, and drive outsourced teams to achieve service quality and efficiency targets.
  • Monitor performance across different sites, identify operational risks, and proactively implement optimization measures.

Process & Service Standard Development

  • Review and standardize customer service workflows, scripts, and operating procedures (SOPs) to ensure consistent service experience.
  • Promote process digitization, automation, and tool adoption to improve overall efficiency and accuracy.

Training & Quality Assurance:

  • Collaborate with business teams to design and implement training programs, supporting capability building for outsourced teams.
  • Establish or supervise quality assurance mechanisms to ensure service quality and compliance of outsourced teams.

Requirements:

  • Highly responsible with a steadfast commitment to achieving goals and delivering results.
  • Strong learning ability, with a willingness to continuously acquire new skills and adapt to changing business environments.
  • Positive team contributor, supporting colleagues and enhancing team effectiveness through exceptional communication skills.
  • Native-level proficiency in Portuguese and fluent in English (listening, speaking, reading, and writing).
  • Experience in merchant operation support is an advantage.
Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Job function Project Management and Product Management
  • Industries Food and Beverage Services, Retail, and Information Services

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