Vendor Manager (BPO experience)

  • Kuala Lumpur, Malaysia

Vendor Manager (BPO experience)

Job description

Position Summary:

As vendor manager your role is to manage Gogoprint’s Business Project Outsourcing (BPO) vendors in Malaysia who operate multilingual call center operations for Gogoprint. You will ensure that the vendor teams meet or exceed the overall targets such as the total number of new customers acquired and revenue generated.

In this role you are required to constantly exchange learnings and best practices as well as you will communicate all updates on Gogoprint’s product portfolio, sales processes and marketing campaigns to external vendors.

You would be required to ongoing analyse, question and dynamically enhance ongoing sales and operational processes in cooperation with the vendor’s teams on all levels (Operations Managers, Team Leaders, Trainers, QAs). You will be located in our Kuala Lumpur office (Damansara Heights) and directly report to the co-founders of Gogoprint.

Responsibilities / Essential Job Functions:

  • Ensures that the vendor teams meet or exceed overall targets/KPIs such as: Qualified opportunities generated, revenue generated, new customers acquired and existing customers reactivated;

  • Monitor the vendors’ call activity statistics and KPIs on a daily basis and conduct regular meetings with vendors (weekly, monthly and quarterly);

  • Manage and review the staffing of the vendors’ teams to provide a satisfactory coverage of the ongoing operations and meet the agreed SLA and P&L objectives;

  • Frequent review and discussion on Gogoprint’s in house staffing of the sales team to cover successfully handle all generated leads;

  • Present analysis, reportings and corrective actions on vendor’s performance gaps to Gogoprint’s management team and find a quick solution together with vendors’ management teams;

  • Utilize reportings and metrics to manage our vendor’s performance;

  • Ensure that vendor sales supervisors, sales agents and support functions who are working on Gogoprints operations are meeting the conditions described in the contract with the vendor;

  • Communicate the vendors’ performance and operational process developments with the top management team of Gogoprint;

  • Ensure that all vendors create actionable account plans and execution strategies;

  • Ensure that all the necessary tools, processes, workflows and strategies that are necessary to operate are provided and put in place by the vendors;

  • Work closely with Gogoprint’s HR and sales team to provide guidance and training materials on Gogoprint’s products as well as selling and work processes to the vendors;

  • Work closely with Gogoprint’s in-house APAC sales teams to analyse, discuss and develop knowledge about products, sales processes and other information for Gogoprint’s and the vendors’ operations;

  • Manage and execute special projects as necessary.


Minimum Requirements

  • Bachelor's degree or equivalent;

  • Relevant experiences in  project management and process development;

  • Experience in the vendor relationship management within the call center industry is advantageous but not required;

  • Minimum of 5 years experience in the BPO industry and/or sales management;

  • Critical and abstract thinking capabilities in conjunction with a well developed analytical skill set;

  • Innovative driven mindset, questioning and enhancing existing processes;

  • High detail orientation while keeping track of the overall targets;

  • Ability to be agile and to manage multiple tasks simultaneously;

  • Excellent organization and project management skills;

  • Strong time and people management skills;