Build and maintain the BPO partner footprint across the EU/TR, ensuring the network can support all required agent profiles, languages, and volumes.
Ensure full attainment of monthly capacity requirements, measured by delivered hours versus requested hours.
Oversee contractual compliance across all BPO partners, ensuring active agreements meet company standards and support strong account relationships.
Anticipate and assess the impact of contractual changes on cost, capacity, and partner allocations.
Own overall CSAT and QA performance across BPO partners, ensuring policies and processes are applied correctly, agents are appropriately trained, and compliance standards are maintained.
Ensure customer experience insights, product feedback, policy issues, and contact drivers are effectively fed back to the relevant internal stakeholders.
Lead the financial oversight of the EU BPO network, including total cost, cost per contact, and agent pricing.
Monitor market conditions, language capabilities, and skill availability across global BPO providers to support informed decision-making.
Manage and develop a team of Vendor Managers by setting clear expectations, empowering delivery, supporting development, and providing regular performance feedback.
Ensure the internal team is appropriately resourced to sustain high performance across the BPO network.
Build strong relationships with internal teams specialized in market knowledge and operational execution to ensure partner networks are aligned with business needs.
Help establish processes and workflows that enable BPO partners to manage change effectively and provide actionable customer and contact insights back into the business.
Validate partner invoices, ensure timely payment, and track spend against forecasts while maintaining competitiveness against market standards.
Develop long-term strategies for partner footprint management and allocation planning to meet business needs and reward high-performing partners.
Act as a senior leader for the EU BPO network, engaging with executives and driving strategy across Service and CX, including WFM, Enablement, Center of Excellence (COE), Vendor Operations, Marketplace, Opex, and Transformation teams.
Minimum of 8 years of experience managing BPO vendor delivery across multiple partner relationships.
Proven track record in managing operational metrics, costs, partner relationships, network footprint, and employee satisfaction.
Deep knowledge of BPO networks, providers, and outsourcing models within the EU.
Strong strategic capability to design and scale a BPO network across multiple services, languages, and capacity requirements.
Experience with BPO contracts, purchase orders, invoices, and payment processes for third-party vendors.
Strong understanding of outsourcing terminology, SLAs, performance metrics, penalties, account management, and standard contact center operations.
Proficiency in analyzing pricing models across global markets and forecasting financial impact.
Excellent communication and presentation skills, with the ability to influence internal stakeholders and external partners.
