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Vendor Operations Specialist
A company is looking for an Agent Enablement & Vendor Operations Specialist. Key Responsibilities Monitor agent performance and adherence to SLAs, CSAT, and operational KPIs Facilitate coaching and development initiatives for agents to enhance skills and customer interactions Handle escalated customer interactions and implement process improvements to increase efficiency and satisfaction Required Qualifications 2+ years of experience in vendor management, customer service enablement, or BPO operations Strong understanding of Fintech, Travel, or SaaS industry trends Experience analyzing performance metrics and QA frameworks Ability to implement process improvements through cross-functional collaboration Familiarity with BPO contracts, SLAs, and vendor performance management best practices is a plus
A company is looking for an Agent Enablement & Vendor Operations Specialist.
Key Responsibilities
Monitor agent performance and adherence to SLAs, CSAT, and operational KPIs
Facilitate coaching and development initiatives for agents to enhance skills and customer interactions
Handle escalated customer interactions and implement process improvements to increase efficiency and satisfaction
Required Qualifications
2+ years of experience in vendor management, customer service enablement, or BPO operations
Strong understanding of Fintech, Travel, or SaaS industry trends
Experience analyzing performance metrics and QA frameworks
Ability to implement process improvements through cross-functional collaboration
Familiarity with BPO contracts, SLAs, and vendor performance management best practices is a plus