Customer Service - vendor managerShopee

Job Description:
Monitor and manage key metrics such as customer satisfaction, backlogs and productivity and ensure all SLAs are consistently met by partner call center
Establishes requirement and audits to ensure targeted performance metrics are accomplished
Assess operational effectiveness and provide ongoing feedback
Monitor performance initiatives and provides status reports and suggest tactical approach based on performance goals
Lead regular business reviews involve in any vendor relationship activities
Facilitates development of team partner relationship with vendors and maintains relationship for long term contract
Identify potential vendors and conduct research to determine who offers the best products, prices, and services.
Actively participate in vendor workforce planning and ensure required FTE is always met
Requirements:
Minimum of 3 years of experience as a Vendor Manager who handled 150 - 200 FTEs
Bachelor's Degree at a minimum
Must be capable of dealing confidently and professionally at executive level internally and at partner sites
Proven ability to manage complex processes and drive continuous process improvement
Excellent verbal, written, interpersonal, leadership and organizational skills
Excellent project and program management skills, including demonstrated ability to manage projects across teams where influencing skills are required
Must be passionate about delivering industry leading customer support and thrive in a fast-paced, high energy environment
Shopee