Vendor Operations Specialist
Job Summary
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
COMPLETE JOB DESCRIPTION
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