美团BPO Vendor Manager
任职要求
1.Highly responsible with a steadfast commitment to achieving goals and delivering results. 2.Strong learning ability, with a willingness to continuously acquire new skills and adapt to changing business environments. 3.Positive team contributor, supporting colleagues and enhancing team effectiveness through exceptional communication skills. 4.Native-level proficiency in Portuguese and fluent in English (listening, speaking, reading, and writing). 5.Experience in merchant operation support is an advantage.
工作职责
1.Outsourced Team Management & Performance Monitoring Responsible for managing and coordinating with multiple outsourced service providers (BPOs), including daily communication, task execution, progress tracking, and business alignment. Define and implement KPIs/SLAs, conduct regular operational reviews, and drive outsourced teams to achieve service quality and efficiency targets. Monitor performance across different sites, identify operational risks, and proactively implement optimization measures. 2.Process & Service Standard Development Review and standardize customer service workflows, scripts, and operating procedures (SOPs) to ensure consistent service experience. Promote process digitization, automation, and tool adoption to improve overall efficiency and accuracy. 3.Training & Quality Assurance Collaborate with business teams to design and implement training programs, supporting capability building for outsourced teams. Establish or supervise quality assurance mechanisms to ensure service quality and compliance of outsourced teams.
1. Oversee service delivery for both BPO and in-house customer service teams 2. Manage client relationships and ensure service level agreements are met 3. Monitor and improve performance metrics across all customer service channels 4. Coordinate service delivery efforts between different teams and departments 5. Implement and optimize customer service processes and technologies 6. Manage budgets for service delivery and allocate resources effectively 7. Provide leadership and mentorship to team managers and supervisors 8. Analyze customer interaction data to identify trends and areas for improvement 9. Ensure compliance with quality standards and regulatory requirements 10. Develop and implement strategies to enhance customer satisfaction and loyalty 11. Manage vendor relationships with BPO partners 12. Lead continuous improvement initiatives for service delivery *The task responsibility and allocation is subject to change based on business needs
1.全生命周期项目交付：负责电商平台商品准入业务的交付管理，包括需求分析、流程设计、SOP制定及持续优化，确保标准与平台政策及商品准入规范相匹配；主导从0-1搭建项目团队，建立交付流程标准化体系，通过数据监控驱动交付效率提升； 2.电商商品准入运营管理：制定商品信息规范标准，包括营业执照核验、商品描述合规性审查、知识产权风险排查，并设计自动化核准与人工复核机制；监控电商促销活动中的商品准入动态，通过参数调整平衡审核效率与风险，防范违规行为； 3.产品化方案设计：将业务需求转化为可落地的产品方案，协同技术团队优化工具，推动相关流程数字化升级；基于用户行为与商家画像数据，联动上游产品团队迭代商品准入策略，输出风险预警模型及改进建议； 4.团队与供应商管理：负责300人以上BPO团队的能力建设，包括交付助理/PM梯队培养、绩效考核及稳定性管理，以及风险合规管理。
1、人员管理：基于业务侧的量级、质量、效率等方面要求，做好外包人员培训和管理工作，构建绩效管理体系，明确绩效目标和评估标准，能够通过激励机制调动外包团队积极性 2、人力调配：密切关注业务需求，基于人审成本和人审比例的合理平衡，前置且动态调整审核人力投入情况 3、成本把控：负责服务费用结算，按合同及服务完成情况审核费用明细，处理结算争议。定期分析成本，识别成本控制关键点，通过优化流程降低成本
1、对BPO外包服务团队交付结果负责； 2、承接上游业务需求和BPO供应商运营管理对接； 3、搭建外包职场的交付体系，围绕“质量管理、人员管理、现场管理、培训管理、绩效管理”进行日常运营工作，保障外包职场业务指标交付结果达成和合规运营； 4、推动客服供应商进行团队文化与能力建设，提升人员积极性与稳定性。