- Performance management: Own Help Center KPIs (SLA, deflection, CSAT, resolution, recontact/reopen); set targets and a governance cadence with BPOs.
- Vendor management: Drive BPO performance, RCA ownership, and corrective action plans; lead performance reviews and vendor benchmarking.
- Stakeholder coordination: Align with WFM, QA, Training, and Operations to close cross-functional gaps; represent Help Center status in governance forums.
- Performance enhancement: Turn data into improvement priorities - process, content, and automation fixes to lift quality and productivity.
- Daily operations: Run the day-to-day operating rhythm - monitoring, triage, and reporting - escalating only what truly needs in-house intervention.
- Risk & long-tail management: Identify low-frequency, high-impact issues before they escalate; build early-warning mechanisms and escalation pathways for sensitive cases.
Requirements
- Bachelor's degree or equivalent; experience in BPO/vendor management, performance management, or contact center operations.
- Data-driven, analytical, with a solid grasp of contact center/Help Center KPIs.
- Strong vendor and stakeholder management skills - able to influence and drive accountability without direct authority.
- Comfortable balancing operational stability with proactive risk and long-tail problem-solving.
- Strong ownership and coaching mindset; able to work shifts, 5 days/week.
