Role Overview We are seeking an experienced Vendor Manager to own the end-to-end relationship with our outsourced customer support (BPO) partner. This role is the primary point of contact between the company and the vendor's account management/leadership team, responsible for driving day-to-day operational coordination and ensuring the vendor delivers against agreed CS metrics, staffing plans, and business objectives.

Key Responsibilities
Vendor Relationship & Coordination
- Serve as the single point of contact (SPOC) for day-to-day coordination with the vendor partner's account manager and operations team.
- Build and maintain a strong, collaborative working relationship with vendor leadership to drive performance and resolve escalations quickly.
- Travel to the vendor location on a periodic basis to conduct on-ground reviews, audits, and relationship-building visits. Performance & Metrics Management
- Own and monitor all CS performance metrics for the outsourced center, including but not limited to:
- Customer Experience (CSAT/quality scores)
- Speed metrics (AHT, response time, SLA adherence)
- Quality metrics (QA scores, error rates, compliance)
- Analyze performance trends, identify gaps, and drive corrective action plans with the vendor to meet targets.
- Track and report on planned vs. actual resource/headcount deployed by the vendor, ensuring staffing aligns with volume forecasts and business needs. Governance & Reviews
- Plan, prepare, and lead Monthly Business Reviews (MBR) and Weekly Business Reviews (WBR) with the vendor and internal CET (Customer Experience Team) leadership.
- Present performance dashboards, root-cause analyses,



and improvement plans in these forums.
- Ensure timely follow-up and closure of action items arising from MBR/WBR discussions. Operational Ownership
- Coordinate with internal stakeholders (Workforce Management, Quality, Training, Operations) to ensure alignment between vendor delivery and business expectations.
- Flag risks related to staffing shortfalls, performance dips, or process gaps proactively to internal leadership.
- Support contract/commercial discussions with inputs on vendor performance where required. Candidate Requirements
- Total

Experience:
5+ years, with proven experience in vendor/BPO management within a customer support or operations environment.
- Demonstrated experience managing outsourced partners against SLAs, quality benchmarks, and staffing plans.
- Strong analytical skills with the ability to interpret CS metrics (CSAT, AHT, quality scores, attrition, shrinkage) and translate them into actionable plans.
- Experience leading or participating in MBR/WBR governance forums with both vendor and internal leadership stakeholders.
- Solid stakeholder management and communication skills — comfortable engaging with vendor account managers as well as internal CET leadership.
- Willingness and ability to travel to vendor locations as required.
- Proficiency in MS Excel/PowerPoint for reporting and dashboarding; familiarity with WFM/reporting tools is a plus. Key Skills
- Vendor/BPO Management
- Performance & SLA Management
- Workforce Planning (Planned vs Actual Resource Tracking)
- Business Review Governance (MBR/WBR)
- Stakeholder Management
- Data Analysis & Reporting

📌 Vendor Manager – Customer Support Operations (Bengaluru)
🏢 Wakefit
📍 Bengaluru