Agent Enablement & Vendor Operations Specialist - Remote

Overview

The Agent Enablement & Vendor Operations Specialist plays a critical role in supporting agent performance, managing vendor relationships, handling complex escalations and issues, and optimizing operational workflows to drive efficiency and service excellence.

In Short

• Monitor agent performance across BPO partners.
• Facilitate coaching and development initiatives.
• Handle escalated customer interactions.
• Implement process improvements for efficiency.
• Conduct vendor audits and operational evaluations.
• Analyze DSAT trends to implement proactive solutions.
• Work cross-functionally with internal teams.
• Act as a liaison between BPOs and internal stakeholders.

Requirements

• 2+ years of experience in vendor management or BPO operations.
• Strong understanding of Fintech, Travel, or SaaS.
• Experience analyzing performance metrics.
• Ability to problem-solve and implement improvements.
• Excellent written and verbal communication skills.

Benefits

• Opportunity for career growth.
• Investment in learning and development.
• Supportive team environment.
• Encouragement of bold ideas.
• Focus on employee well-being.