VENDOR MANAGEMENT SPECIALIST, FOR BPO SITESAbout the Role: The Vendor Management (VM) team manages the day-to-day operational delivery in our BPO network, under the Global Support Operations (GSO) organization.BPOs are Contact Centers with hundreds of agents dedicated to providing world-class support for Uber's consumers, earners, and merchants.As a VM Specialist, you will be focused on monitoring the performance of our BPO sites, implementing Action Plans to improve performance metrics, and working on the deployment of tactical projects, in collaboration with Stakeholders from different CommOps teams.The BPO sites may have operations for various verticals that support our Uber customers, including riders, drivers, eaters, shoppers, couriers, and merchants, served through multiple delivery channels such as email, chat, or voice.We're looking for someone passionate about customer service processes, who can use expertise in the implementation of performance management routines and deployment of tactical projects to ensure state-of-the-art operations in our BPO sites.What You'll Do:• Coordinate the implementation of Action Plans with our BPO sites to improve performance metrics.• Implement and lead control mechanisms to monitor the performance of the different LOBs operating in our BPO network.• Bring insights from the BPO sites to be shared with our CommOps Stakeholders.• Support the implementation of tactical projects in our BPO sites for performance improvement or to support the launch of new operations.What You Need:• 2+ years of people management experience in Contact Centers (COE, BPO, GL, or equivalents).• Knowledge about Performance Monitoring frameworks or tools.• Experience implementing Action Plans in Contact Centers or equivalents.• English level B2 or above, with proficiency to have business conversations with Stakeholders.• Exceptional written and verbal communication skills.• Results orientation skills.• Motivational and optimistic leadership.Preferred Qualifications:• Bachelor's degree.• Google suite proficiency.• KPI knowledge (for Contact Centers).• Processes and procedures knowledge.• WFM understanding.We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward together.Availability for 40 hours per week (5 days a week) in agreed rotating timelines (including nights and weekends).
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