Offer summary
Qualifications:
Bachelor's degree in business or related field, 5+ years managing customer service teams, 10+ years in diverse customer support roles, Experience managing 100+ agent BPO vendors, Strong problem solver and negotiator.
Key responsabilities:
- Manage vendor performance and risks proactively.
- Own operational KPIs and recommend improvements.
- Launch new support initiatives sustainably.
- Develop escalation processes for customer issues.
- Conduct regular domestic and international site visits.