Vendor Manager
Job Summary
Job Description
- Minimum 4 years of experience in BPO management.
- Proven background in contracting management and P&L tracking.
- Minimum 2 years in customer support related functions.
- Demonstrated knowledge in workforce management and forecasting.
- Experience with BPO commercial negotiation and growth.
- Experience optimizing BPO operational efficiency.
- Experience managing BPOs in customer support.
- Manage and negotiate contract terms.
- Lead short-term forecasting and optimize headcount distribution.
- Resolve escalations related to contractual clauses.
- Oversee bonus and penalty policies.
- Drive stable and efficient operations using commercial levers.
- Monitor budget usage and provide cost efficiency solutions.
- Ensure forecasting accuracy and 100% service delivery.
2 skills required
Job Details
We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.
Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?
About the Role
What you will bring:
- Minimum 4 years of experience working in roles involving BPO management;
- Proven background in dealing with contracting management and area and operations P&L tracking;
- Minimum 2 years working in customer support related functions, with good expertise on BPO support services;
- Demonstrated knowledge in workforce management and forecasting;
- Experience dealing with BPO commercial negotiation and growth;
- Experience optimizing BPO operational efficiency;
- Experience managing BPOs in a customer support environment.
- Manage and negotiate contract terms and next steps, including detailed clause discussions;
- Lead short-term (30/60/90 day) forecasting and optimize headcount distribution across BPOs;
- Address and resolve any escalations related to contractual clauses;
- Oversees bonus and penalty policies with monthly achievement tracking;
- Use contracting and commercial levers to drive stable and efficient operations; design and manage performance-related clauses such as bonus and penalties;
- Monitor budget usage across all BPOs within the Operations team, providing insights and solutions for cost efficiency;
- WFM/Forecasting: Own forecasting accuracy and ensure 100% delivery of contracted services and headcount
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About The Company
Kaizen Gaming is one of the biggest and fastest growing GameTech companies in the world. With a focus on Technology and People we aim to continually improve our products and services to provide the best and most trusted online gaming experience to our customers around the world.
We operate two brands in 13 countries: Betano (Portugal, Romania, Germany, Brazil, Bulgaria, Czech Republic, Chile, Peru, Ecuador, Canada-Ontario, Nigeria) and Stoiximan (Greece, Cyprus), and employ more than 2,200 people across three continents. Obsessed with our customers, we use technology and data to constantly push the boundaries of online gaming entertainment.
Why work with us
💻Tech the Ride | Our Adventure
We have made it our quest to shape and influence the GameTech industry globally. We Kaizeners move fast and make things happen: we imagine, develop and build with no
limitations. Working here means getting the freedom to explore as you help us create the technology that powers entertainment.
😎Pick #oneteam | Our Culture
We each have a role to play in building a company culture we can all trust. We Kaizeners are open, direct and respectful; we support each other to reach our goals as
#oneteam. Working here means facing challenges that inspire the team to be on its A-game to get the job done.
☝ Level up | Our Growth
We know our hard work will take us places. We Kaizeners get plenty of opportunities to supercharge our potential as the company grows, overcoming challenges with the support of our colleagues. Working here means continually finding new boundaries to push and new career horizons to reach.
Press Play on Potential!
Join our #oneteam
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