Teleservices Vendor Management

Monitor operational performance and KPIs, oversee vendor delivery, and drive continuous process improvement across Customer Service, Retention, Collection, and Tele-upsales operations managed by BPO/Managed Service partners, ensuring customer handling quality, knowledge standards, and SLA achievement meet XL SATU standard

Job Role :

• Oversee day-to-day vendor-site operations, staffing readiness, schedule adherence, and identify operational risks as well as coordinate timely corrective actions to maintain service level
• Ensure professional customer handling, monitor aging, and escalated cases, and coordinate complaint resolution and service recovery with relevant stakeholders
• Ensure vendor adherence to approved SOPs, scripts, policies, and service standards including review QA findings and drive corrective &preventive actions
• Monitor key operational metrics not limited to Service Level (SL), Average Handling Time (AHT), Abandonment Rate, First Contact Resolution (FCR), QA Score, and CSAT as well as conduct daily/weekly performance reviews and elevate SLA breaches
• Ensure agents receive accurate and timely product, campaign, and process updates, while maintaining current and accessible scripts, FAQs, guidelines, and knowledge materials
• Act as the company's operational liaison at vendor sites and coordinate with relevant internal functions to resolve operational issues and ensure delivery against agreed contractual obligations and service standards