Customer Service Vendor Manager (Based in Bangkok or Kuala Lumpur)

We are looking for a Customer Service Vendor Manager to play a key role in our growing Customer Experience Group (CEG). The successful candidate will work directly with our outsourced vendor(s) and interface with all company internal stakeholders, collaborating closely with Customer Support Teams, Workforce Management, Technology, People team and more across global sites.

Responsibilities:

• Own and manage selected vendor relationship(s)
• Identify improvements in processes operated by vendor(s)
• Collaborate with internal managers and SLT members in operations to ensure Objectives and Key Results are met on time and with high quality
• Manage vendor costs and pricing including invoicing in partnership with Work Force Management
• Ensure compliance is upheld, including but not limited to recruitment policies, guidelines, and achievement of appropriate service levels
• Lead regular cadence with vendors on strategic talks and growth opportunities
• Work with WFM – check schedules, forecast, optimize agent occupancy to assess needs and staffing planning with vendors
• Be a key team player and work with WFM, business operations and other senior stakeholders to ensure operational success through strong performance management of vendor/s
• Escalations – customer related, review / approve, define process improvement opportunities

Expectations - Behaviors and Values:

• Continuous improvement: regularly identify improvement opportunities, quantify them, and follow through to measurable/demonstratable outcomes
• Deliver better together: collaborate and engage with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions
• Enable others' success: commit to building and nurturing a culture of frequent feedback, coaching and career development

Competencies Required:

• Effective communication
• Vendor performance management
• Data analysis
• Strategic mindset
• Project leadership
• Contact center experience
• Customer focus
• Commercial acumen