Vendor Manager - TELUS Digital Guatemala

About the role

TELUS Digital is seeking a sharp, business-oriented Activity Manager (AM) to lead the day-to-day and strategic oversight of a key customer support vendor providing services across email, chat, phone, and KYC back office. The role ensures vendor performance aligns with Payoneer's service standards, commercial expectations, and business goals. The AM is the primary point of contact between the organization and the vendor, internally and externally. The AM does not manage agents directly, but works closely with the vendor's senior operations leadership to support high-quality delivery, data-driven performance management, and alignment with contract terms.

Responsibilities

• Vendor management and relationship building: Act as the main liaison between Payoneer and the vendor's senior leadership. Build a trust-based relationship to drive collaboration and performance. Escalate operational challenges and lead resolution efforts across both organizations.
• Operational oversight: Monitor and analyze vendor performance across KPIs such as IPH, CSAT, and quality scores. Identify performance gaps and drive corrective action plans with internal stakeholders and the vendor. Conduct regular business reviews and participate in weekly, monthly, and quarterly performance governance meetings.
• Data and insights: Pull, analyze, and interpret performance data to extract actionable insights. Present findings and recommendations to internal leadership and vendor stakeholders. Track efficiency metrics, including productivity and resource utilization, to ensure commercial value is delivered.
• Process and project leadership: Lead continuous improvement initiatives and cross-functional projects involving the vendor. Support new launches or process changes, ensuring vendor readiness and alignment. Drive internal collaboration with departments such as...

Datos clave

• The role oversees a customer support vendor across email, chat, phone, and KYC back office.
• The Activity Manager does not manage agents directly.
• Performance measures include IPH, CSAT, and quality scores.

Salario estimado

Salario estimado para servicio al cliente en Guatemala: GTQ 3.950 - 7.700 al mes, según 23 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.