Junior customer service manager - vendor management (all genders)

Job Description Coordination and management of day-to-day operations with our external call center partners, as well as monitoring key KPIs (CSAT, SLAs, AHT, etc.) and deriving actionable recommendations based on reports from various data sources Collaboration with service providers and their quality leads to ensure quality standards, customer satisfaction, and other quality-related KPIs Driving BPO performance through motivation and feedback, as well as developing action plans and closely collaborating with overhead management Analysis, evaluation, and continuous improvement of internal and external processes and interfaces Close alignment with our external partners and internal stakeholders such as Controlling, Tools, and Communications Contributing to the development of the service landscape and managing transitions during partner onboarding and offboarding Regular communication with our international BPO partners (5–10% willingness to travel)