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Job Description

At Marktplaats BV we are looking for a Vendor Manager to join our team in Amsterdam. Be aware that this is a hybrid role (2-3 days in the office), reporting directly to the Head of Customer Support, therefore you will have to come to our offices based in Amsterdam.

As a channel Manager for our Contact Center, you will help manage relationships with third-party vendors who provide contact center services to our organization. You will ensure that our vendors meet service level agreements (SLAs), maintain high-quality standards, and continuously improve their performance to meet the evolving needs of our business and customers. You will have a strong background in vendor management, exceptional communication skills, and a deep understanding of contact center operations.

What you'll do:

  • Vendor Relationship Management:

    - You will develop and maintain strong relationships with third-party contact center vendors.

    - You will serve as the primary point of contact for vendor communications, escalations, and issue resolution.

    - You will conduct regular performance reviews and collaborate with vendors to implement improvement plans as needed.

  • Performance Monitoring and Reporting:

    - Monitor vendor performance against SLAs and key performance indicators (KPIs).

    - You will analyze performance data to identify trends, areas for improvement, and opportunities for optimization.

    - You will prepare regular reports and presentations for stakeholders highlighting vendor performance and recommendations for improvement.

  • Contract Management:

    - Manage vendor contracts, including negotiation, renewal, and termination processes.

    - You will ensure that contracts accurately reflect service level requirements and performance expectations.

    - You will work closely with legal and procurement teams to finalize contract terms and resolve any contractual disputes.

  • Quality Assurance:

    - You will implement quality assurance processes to ensure that vendor services meet established standards.

    - You will conduct regular audits and evaluations of vendor interactions to assess quality and compliance.

    - You will provide feedback and coaching to vendors to address performance gaps and improve service delivery.

  • Vendor Onboarding and Training:

    - Facilitate the onboarding process for new contact center vendors, including training and orientation.

    - Ensure that vendors understand our company’s policies, procedures, and service expectations.

    - Collaborate with internal teams to develop training materials and resources for vendor staff.

  • Continuous Improvement:

    - Proactively identify opportunities to optimize contact center operations and enhance customer experience.

    - Lead or participate in initiatives aimed at improving vendor performance and operational efficiency.

    - Stay current on industry best practices and emerging trends in contact center management.

  • Qualifications:
     

  • Bachelor’s degree in business administration, management, or a related field (Master’s degree preferred).

  • 5 to 10 years experience in vendor management, preferably in a contact center or customer service environment.

  • Experience with contact center operations, including workforce management, technology platforms, and performance metrics.

  • Excellent analytical skills with the ability to interpret data, identify insights, and make data-driven recommendations.

  • Exceptional communication skills, both verbal and written, with the ability to effectively work with all partners.

  • Negotiation skills, with the ability to manage relationships and drive results.

  • Detail-oriented with strong organizational and project management skills.

Benefits

Life at Adevinta comes with its perks! Our Adevintans enjoy the following benefits:

  • An attractive Base Salary.
  • Participation in our Short Term Incentive plan (annual bonus).
  • An excellent Equity program. This role plays a key part to the success of the organisation and therefore you will receive a piece of Adevinta every 6 months.
  • Employee Stock Purchase Program with a match from Adevinta.
  • Work From Anywhere: Enjoy up to 20 days a year of working from anywhere! Maybe not from the moon - well why not! just make sure you have internet connection!
  • A 24/7 Employee Assistance Program for you and your family, because we care.
  • Win together, lose together is one of our key behaviours. At Adevinta you will find a collaborative environment with an opportunity to explore your potential and grow.


On top of these, we also provide a range of locally relevant benefits. Wanna know more? Apply and ask our recruiters!
Vendor Manager (d/f/m) | Adevinta Spain
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