BPO Vendor Manager

Há 4 dias

São Paulo, São Paulo, Brasil Keeta Tempo inteiro

Keeta is the international subsidiary of Meituan, a global leader in delivery, on a mission to revolutionize the delivery of food and consumer goods worldwide. We bring innovation and technology to the global stage, with over 1,000 team members around the world. This role is part of the expansion journey at Keeta.

Job responsibilities

Job Responsibilities
  • Outsourced Team Management & Performance Monitoring: Manage and coordinate 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 a 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.
Job 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
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Project Management and Product Management
  • Industries: Food and Beverage Services, Retail, and Information Services

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