Manager/Specialist - Vendor Relations - BPO/ITeS

Manager - Vendor Relations Specialist

- Responsible for coordinating with vendors and internal leadership to identify, address, and resolve problems or operational inefficiencies. Provides an analysis of performance metrics and determines an action path to deliver excellent metrics.

- Conduct regular review processes and drive continuous improvement to ensure a quality experience that is mutually beneficial for our business and driving exceptional customer satisfaction.

Key Responsibilities.:

- Manage the line of business (LOB) workflow with multiple vendors within the agreed-upon time-based deadlines.

- Holding vendors accountable to the set key performance indicators (KPIs) that impact the customer experience.

- Analyze and compile data to review team performance; provide feedback for leadership and, initiate actions to improve team performance.

- Provide vendor leadership support virtually for feedback, concerns, and goals, and facilitate additional training as needed.

- Prioritize customer satisfaction through our agents' interaction by ensuring excellent customer service, consistency, and understanding. This will reflect in our CSAT scoring and customer loyalty.

- Identify the root cause of any vendor quality issues and develop documented action plans to improve performance.

- Make sure LOB is aligned by holding regular huddles with Vendors during the week to discuss our metrics, updates, and goals to stay on track.

- Hold monthly meetings with leadership and vendors to review metrics during and Monthly Business reviews and Quarterly Business Reviews.

- Onboarding and offboarding of agents as necessary per needed Headcount or vendor leaving the LOB.

- Work with WFM to understand and communicate volume projections and distributions.

- Complete quarterly objectives and key results (OKRs) for the department as related to vendors.

- Provide in-depth coaching to keep Vendors updated on the current process.

- Works with leadership to identify and implement process improvements.

- Make sure to complete vendor invoicing and PO processing for timely and accurate payments.

Qualification And Experience:

1. MBA with 10+ Years of Proven Experience & having relevant certifications or training in vendor management.

2. Strong communication and negotiation skills.

3. Analytical and problem-solving abilities.

4. Knowledge of vendor management best practices.

5. Familiarity with relevant industry regulations and standards.

6. Ability to multitask and prioritize effectively.

7. Sense of Urgency.

8. Ability to work well under pressure.

9. Ability to deescalate situations.

10. Ability to effectively Multitask.

11. Positive Attitude.

12. Attention to Detail.