Vendor Management Specialist, for Bpo Sites

2 semanas atrás

São Paulo SP, Brasil Uber Tempo inteiro

**About the Role**

The Vendor Management (VM) team manages the day-to-day operational delivery in our BPO network, under the Global Support Operations (GSO) organization. BPOs are Contact Centers with hundreds of ext agents dedicated to provide world-class support for Uber's consumers, earners and merchants.

We're looking for someone passionate about customer service processes, who can use expertise in the implementation of performance management routines and deployment of tactical projects, to have a state-of-art operation in our BPO sites.

**What You'll Do**
- Coordinate the implementation of Action Plans with our BPO sites, in order to improve performance metrics.
- Implement and lead control mechanisms to monitor performance of the different LOBs operating in our BPO network.
- Bring insights from the BPO sites to be shared with our CommOps Stakeholders.
- Support the implementation of tactical projects in our BPO sites, for performance improvement or to support the launch of new operations.

**What You Need**
- 2+ years of people management experience in Contact Centers (COE, BPO, GL, or equivalents).
- Knowledge about Performance Monitoring frameworks or tools.
- Experience implementing Action Plans in Contact Centers or equivalents.
- English level B2 or above: proficiency to have business conversations with Stakeholders.
- Exceptional written and verbal communication skills
- Results orientation skills.
- Motivational and Optimistic leadership.

**Preferred Qualifications**
- Bachelor's degree.
- Google suite proficiency.
- KPI knowledge (for Contact Centers).
- Processes and procedures knowledge.
- WFM understanding.

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