BPO Management Executive (1-year Contract)

Shopee


Date: 3 weeks ago
City: Remote
Contract type: Contractor
Remote
Job Description

  • Own end-to-end BPO management, acting as the primary point of contact to ensure alignment on operational goals, performance expectations, and business outcomes.
  • Collaborate with BPO leads, agents, and internal stakeholders to drive action plans and initiatives that achieve key KPIs (e.g., AHT, productivity, E2E performance, attendance and etc).
  • Monitor and manage vendor performance against SLAs, proactively identifying gaps and implementing corrective actions, including performance improvement plans and penalties where applicable.
  • Maintain backlog at optimal levels while ensuring consistent achievement of end-to-end agent performance targets.
  • Lead regular (bi-weekly) business reviews with BPO partners to evaluate performance, address gaps, and drive continuous improvement.
  • Oversee contract governance, ensuring full compliance with agreed terms, and address any gaps related to contract adherence or service delivery.
  • Review and validate vendor billing and requests to ensure accuracy, transparency, and alignment with contractual agreements.
  • Travel to BPO sites as required to monitor performance, conduct on-ground reviews, and strengthen operational alignment.

Requirements

  • Bachelor’s degree in any discipline with strong analytical skills.
  • Minimum 2 years’ experience in vendor management or customer service management.
  • Strong English communication skills, both written and verbal.
  • Ability to work independently and as part of a team.
  • Experience in performance management and project management is an added advantage.
  • Strong analytical, problem-solving, and trend analysis skills.
  • Excellent presentation and collaborations skills; ability to communicate at a high level across diverse team of stakeholders.
  • High energy, self-motivation and ability to thrive in a fast-paced working environment with a customer focused attitude.
  • Ability to juggle many projects and consistently deliver results with relentlessly high quality, accuracy and extreme attention to detail as well as manage/mitigate issues and risks.
  • Proven ability to manage relationships within BPOs/across multiple stakeholders.
  • Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint).

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