Vendor Manager
Singapore
ODS - Transport – - /
Permanent /
On-site
About the Role
If you thrive in a fast-paced, dynamic setting and aim to refine your skills in managing stakeholders, this opportunity is perfect for you. As the Vendor Manager, you'll oversee the day-to-day activities, metrics, and performance of our outsourced contact center operations. Additionally, you'll play a crucial role in standardizing operating procedures within the Care Operations team and pinpointing areas for enhancement using both quantitative and qualitative assessments.
This position will also require strong analytical skills and collaboration with various stakeholders to enhance the support experience. Working closely with the Service Excellence team, you'll contribute to Gojek's mission of delivering exceptional experiences to all users.
What You Will Do:
- Establish, maintain, and supervise relationships with our BPO contact center, focusing on efficiency and cost-effectiveness
- Conduct regular evaluations of vendor performance to ensure compliance with contractual obligations and service level agreements
- Collaborate with internal and external stakeholders to ensure alignment of goals and effective communication channels
- Use performance metrics to pinpoint areas for improvement, implement necessary corrections, and regularly produce detailed reports on vendor performance, risks, opportunities, and relevant metrics
- Travel to BPO vendor sites for assessments, meetings, and relationship building
- Stay updated on industry trends, driving innovation in BPO management and ensuring competitiveness
- Facilitate effective communication across the team, encouraging feedback and customer insights to enhance the customer experience
- Promote best practices, processes, and systems, fostering a culture of continuous improvement within the BPO
What You Will Need
- At least 3 years of working experience as an operations manager in a contact center or in a vendor management role
- Complete understanding of contact center operations, efficiency models, key performance indicators and contributing factors
- Capable of making or guiding decisions regarding staffing, systems, and operational requirements for the BPO contact center
- Structured, proven ability to meet deadlines, manage multiple priorities and achieve results through strong stakeholder and project management skills
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication skills
- Decisive with excellent attention to detail, possessing strong analytical skills and structured thinking process
- Ability to travel to visit BPO vendor (25%)
About the Team
The Service Excellence team, an integral part of the Gojek Singapore team, is dedicated to providing end-to-end support for our valued driver-partners and customers. Collaborating closely with operations and product teams, we aim to ensure a smooth experience for users at every stage, continuously seeking improvement. Our relentless pursuit of improvement drives us to constantly innovate and refine our processes. Furthermore, as a cohesive unit, we prioritize not just the company's advancement, but also the individual development, welfare, and unity among our team members.
