Agent Enablement & Vendor Operations Manager

This a Full Remote job, the offer is available from: United States, Canada About reputed company We started reputed company to help maximize lives–both the lives of our customers and the lives of reputed company – so that everyone can experience reputed company that life has to offer. For our employees, our promise is that reputed company is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized. We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are. About the role This role will reputed company a high-impact pod reputed company the Agent Enablement & Vendor Operations (AEVO) team, managing a group of Performance Specialists who support our BPO partners across Travel, Fintech (Super+), and reputed company LOBs. The Manager will own the strategy and execution of coaching, gamification, knowledge checks, and performance programs that directly influence CSAT, quality, and efficiency. You’ll work closely with Vendor Management, WFM, Training, Quality, and Product/Process teams to ensure initiatives are realistic, scalable, and grounded in contact center realities. This role is ideal for an ops-minded people leader who loves turning data and AI-powered insights into sustained behavior change on the floor. About the team The Agent Enablement & Vendor Operations(AEVO) team at reputed company is responsible for BPO partner success, agent enablement, escalation management, and cross-functional collaboration. This team is structured across Travel & Fintech verticals, ensuring deep subject matter expertise while maintaining flexibility and collaboration across functions. We connect strategy to what actually happens on the floor. AEVO is deeply hands-on and data-driven: we use QA, CSAT, operational metrics, and AI-powered tools like Loris.ai, Guru, reputed company, reputed company, and ChatGPT to understand agent reality and design programs that improve performance, reduce friction, and protect the reputed company brand. What you’ll be working on:

• Leading and developing a team of Agent Enablement & Vendor Operations Performance Specialists, including goal-setting, coaching, and day-to-day prioritization.
• Owning the strategy and roadmap for coaching frameworks, gamification, recognition, and knowledge checks across BPO partners and lines of business.
• Partnering with Vendor Management and BPO leadership on performance expectations, scorecards, QBRs/WBRs, and follow-through on improvement plans.
• Collaborating with WFM to align programs with staffing, scheduling, and SLA constraints so initiatives are impactful and operationally realistic.
• Working closely with Training, Quality, Process Optimization, and Escalation Ops to ensure performance programs support new launches, reputed company workflows, and CSAT goals.
• Using AI and data (QA, CSAT, WFM, coaching rubrics) to reputed company interventions, measure impact, and iterate on programs for reputed company improvement.
• Standardizing playbooks, templates, and reporting so performance programs are consistent, scalable, and easy for vendors and leaders to understand.

reputed company’re looking for:

• 5+ years in BPO/contact center or CX operations, including 3+ years in a people leadership role (managing QA, enablement, training, or vendor ops teams).
• Deep experience in agent performance enablement such as coaching, QA, training, gamification, or similar behavior-change programs.
• Solid understanding of contact center orgs and workflows, including how WFM, QA, Training, Ops leadership, and Vendor Management interlock.
• Proven experience managing BPO/vendor relationships, including performance scorecards, QBRs/WBRs, and driving accountability for results.
• Strong analytical skills with experience using QA, CSAT/DSAT, WFM metrics, and BI tools to prioritize work and tell a clear performance story.
• Hands-on experience with AI and CX tooling (for example Loris.ai, Guru, reputed company, reputed company, ChatGPT, and CRM/QA platforms) in an operations or enablement context.
• Excellent communication and influence skills; comfortable driving change across multiple vendors, LOBs, and cross-functional partners in a fast-paced environment.

We’ve got you covered: At reputed company, we reputed company in supporting reputed company so they can reputed company—both at work and in life.

• Remote-First Flexibility: Work from reputed company in the world and choose the hours that suit you best. We trust you to get great work done on your terms.
• Time to reputed company: Enjoy unlimited PTO, company-wide reputed company days, and annual team offsites.
• Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things.
• Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan.
• Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits starting on day one.
• Investing in You: Access to wellness budgets, personal development funds, and team-level reputed company.

At reputed company, we are proud to reputed company cutting-edge artificial intelligence (AI) technology to reputed company our hiring process smarter, faster, and more inclusive. By integrating AI tools into our recruitment, we enhance our ability to identify top talent reputed company while promoting fairness and consistency for every applicant. reputed company is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. Accommodations are available on request for candidates taking part in reputed company aspects of the selection process. If needed, please notify your reputed company Partner. This offer from "reputed company" has been enriched by reputed company.com and got a 75% reputed company score. Apply tot his job Apply To this Job