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Vendor Manager - Customer Support Operations at Wakefit — Bengaluru

Experience5–6 yrs
SalaryNot disclosed
Work modeonsite
Levelsenior
Posted15 Sept 2026

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About Wakefit

Wakefit is hiring in Bengaluru in consumer goods. This role looks for around 5+ years of experience.

Skills

Vendor/BPO Management
SLA Management
Workforce Planning
Business Review Governance
Data Analysis
Microsoft Excel
Microsoft PowerPoint

The role

A vendor manager at a consumer goods company coordinates outsourced customer support operations, manages CSAT and SLA Management, and leads Business Review Governance. The role analyzes performance trends, aligns Workforce Planning with demand, and drives corrective action with vendor and internal leadership.

Full job description

Key Responsibilities

Vendor Relationship & Coordination

Serve as the single point of contact (SPOC) for day-to-day coordination with the vendor partner's account manager and operations team.Build and maintain a strong, collaborative working relationship with vendor leadership to drive performance and resolve escalations quickly.Travel to the vendor location on a periodic basis to conduct on-ground reviews, audits, and relationship-building visits.

Performance & Metrics Management

Own and monitor all CS performance metrics for the outsourced center, including but not limited to:Customer Experience (CSAT/quality scores)Speed metrics (AHT, response time, SLA adherence)Quality metrics (QA scores, error rates, compliance)Analyze performance trends, identify gaps, and drive corrective action plans with the vendor to meet targets.Track and report on planned vs. actual resource/headcount deployed by the vendor, ensuring staffing aligns with volume forecasts and business needs.

Governance & Reviews

Plan, prepare, and lead Monthly Business Reviews (MBR) and Weekly Business Reviews (WBR) with the vendor and internal CET (Customer Experience Team) leadership.Present performance dashboards, root-cause analyses, and improvement plans in these forums.Ensure timely follow-up and closure of action items arising from MBR/WBR discussions.

Operational Ownership

Coordinate with internal stakeholders (Workforce Management, Quality, Training, Operations) to ensure alignment between vendor delivery and business expectations.Flag risks related to staffing shortfalls, performance dips, or process gaps proactively to internal leadership.Support contract/commercial discussions with inputs on vendor performance where required.

Candidate Requirements

Total Experience: 5+ years, with proven experience in vendor/BPO management within a customer support or operations environment.Demonstrated experience managing outsourced partners against SLAs, quality benchmarks, and staffing plans.Strong analytical skills with the ability to interpret CS metrics (CSAT, AHT, quality scores, attrition, shrinkage) and translate them into actionable plans.Experience leading or participating in MBR/WBR governance forums with both vendor and internal leadership stakeholders.Strong stakeholder management and communication skills — comfortable engaging with vendor account managers as well as internal CET leadership.Willingness and ability to travel to vendor locations as required.Proficiency in MS Excel/PowerPoint for reporting and dashboarding; familiarity with WFM/reporting tools is a plus.

Key Skills

Vendor/BPO ManagementPerformance & SLA ManagementWorkforce Planning (Planned vs Actual Resource Tracking)Business Review Governance (MBR/WBR)Stakeholder ManagementData Analysis & Reporting