Sr. Customer Support Specialist

Introduction

As a Vendor Management Lead, you will be responsible for managing outsourced call center partners and leading initiatives to continuously improve customer experience. The primary objective of this role is to enhance customer satisfaction, drive customer advocacy, and maximize lifetime value (LTB). To achieve this, you will collaborate with internal teams and external partners, ensuring effective vendor governance and service delivery. This role requires a strong understanding of call center and repair center operations, as well as the ability to manage vendors in a dynamic business environment. This is an opportunity to join the growing robot culture in Japan as a member of a leading global home robot company. You will be able to plan and execute new service offerings for iRobot products in Japan and possibly expand it to global by working with other regions' team not only APAC but also US and EMEA. Job Description: Essential Functions / Job Duties:

• Manage outsourced call center partners against multiple KPIs such as service levels, handle time, escalation management, and quality scores
• Effectively and efficiently manage and resolve customer escalations in a timely manner
• Own forecasting of customer contact volumes
• Track and manage costs against forecast and approved budgets
• Drive optimal delegation of tasks to vendors, continuously reviewing scope of work to improve efficiency and internal workload balance
• Lead vendor governance including contract scope optimization and renewal discussions
• Identify and implement opportunities to improve call center efficiency, including tools, scripts, training, and quality programs
• Plan and implement new service offerings to increase customer retention and acquisition
• Analyze and monitor call center performance, and prepare clear and concise reports in English for global stakeholders
• Act as a liaison for technical inquiries, ensuring timely alignment with the appropriate stakeholders and effective rollout of solutions to operations
• Collaborate with global and regional teams to align on best practices and performance standards
• Perform other duties as assigned by the line manager

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