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Strong UPS brand, Bangalore metro, generalist operations title, and broad vendor-management skills increase competition.
High—role requires contact-center and vendor-management expertise specific to BPO operations.
No explicit years but required contact-center experience, night-shift and relocation reduce candidate pool.
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Manage relationships and performance of third-party vendor contact centers to ensure high-quality customer service and operational efficiency.
Analyze contact center performance metrics, develop corrective action plans, and drive continuous improvement initiatives.
Lead and develop a team within the department, coordinating with vendor site management and ensuring adherence to US night shift operations.
Bachelor’s degree or equivalent in any stream.
Experience in customer service contact center environments preferred.
Must be willing to relocate to Bangalore and work on-site at a vendor location.
Must be willing to work US hours (India night shifts) and comply with 5-day office attendance; relocation costs not covered.
Experienced in managing outsourced contact center vendor operations with measurable performance accountability.
Proficient in analyzing operational data (e.g., average handle time, first contact resolution) and executing action plans to meet business goals.
Skilled in team leadership, including performance management and coaching, within a BPO or vendor management environment.