Vendor Manager Customer Support Operations

Role Overview

We are seeking an experienced Vendor Manager to own the end-to-end

relationship with our outsourced customer support (BPO) partner. This role is the primary point

of contact between the company and the vendor's account management/leadership team,

responsible for driving day-to-day operational coordination and ensuring the vendor delivers

against agreed CS metrics, staffing plans, and business objectives.

Key Responsibilities

Vendor Relationship & Coordination

- Serve as the single point of contact (SPOC) for day-to-day coordination with the vendor

partner's account manager and operations team.

- Build and maintain a strong, collaborative working relationship with vendor leadership to

drive performance and resolve escalations quickly.

- Travel to the vendor location on a periodic basis to conduct on-ground reviews, audits,

and relationship-building visits.

Performance & Metrics Management

- Own and monitor all CS performance metrics for the outsourced center, including but not

limited to:

- Customer Experience (CSAT/quality scores)

- Speed metrics (AHT, response time, SLA adherence)

- Quality metrics (QA scores, error rates, compliance)

- Analyze performance trends, identify gaps, and drive corrective action plans with the

vendor to meet targets.

- Track and report on planned vs. actual resource/headcount deployed by the vendor,

ensuring staffing aligns with volume forecasts and business needs.

Governance & Reviews

- Plan, prepare, and lead Monthly Business Reviews (MBR) and Weekly Business

Reviews (WBR) with the vendor and internal CET (Customer Experience Team)

leadership.

- Present performance dashboards, root-cause analyses, and improvement plans in these

forums.

- Ensure timely follow-up and closure of action items arising from MBR/WBR discussions.

Operational Ownership

- Coordinate with internal stakeholders (Workforce Management, Quality, Training,

Operations) to ensure alignment between vendor delivery and business expectations.

- Flag risks related to staffing shortfalls, performance dips, or process gaps proactively to

internal leadership.

- Support contract/commercial discussions with inputs on vendor performance where

required.

Candidate Requirements

- Total Experience: 5+ years, with proven experience in vendor/BPO management within a

customer support or operations environment.

- Demonstrated experience managing outsourced partners against SLAs, quality

benchmarks, and staffing plans.

- Strong analytical skills with the ability to interpret CS metrics (CSAT, AHT, quality scores,

attrition, shrinkage) and translate them into actionable plans.

- Experience leading or participating in MBR/WBR governance forums with both vendor

and internal leadership stakeholders.

- Strong stakeholder management and communication skills — comfortable engaging with

vendor account managers as well as internal CET leadership.

- Willingness and ability to travel to vendor locations as required.

- Proficiency in MS Excel/PowerPoint for reporting and dashboarding; familiarity with

WFM/reporting tools is a plus.

Key Skills

- Vendor/BPO Management

- Performance & SLA Management

- Workforce Planning (Planned vs Actual Resource Tracking)

- Business Review Governance (MBR/WBR)

- Stakeholder Management

- Data Analysis & Reporting