Home Teleservices Vendor Management (Yogyakarta Base)

Description:

Job Purpose :

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 escalate 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

Employment Status: Contract