Vendor Performance Manager – Customer Service Operations | English

Are you an experienced operations professional who thrives on analyzing data, spotting patterns, and driving performance improvements? We're looking for a Vendor Performance Manager on behalf of our client, a global entertainment company based in Amsterdam.

This is a temporary maternity cover position for approximately 7 months, and you will be offered a contract through us, Adams Multilingual Recruitment.

Key Responsibilities

Performance Management & Analysis

• Analyze performance across several operational groups spanning multiple languages and locations throughout the EMEA region
• Track and compare performance between different delivery models and markets
• Monitor customer satisfaction, recontact rates, resolution quality, and channel performance
• Identify performance outliers and anomalies across different dimensions (language, channel, market, location)
• Conduct root cause analysis to understand drivers of under- or over-performance
• Hold Business Process Outsourcing (BPO) partners accountable for performance commitments
• Support Customer Experience Managers with detailed performance insights and actionable recommendations

Insight Generation & Opportunity Identification

• Deep-dive into contact reason types and performance trends to identify improvement opportunities
• Analyze performance differences across channels (voice vs. chat) and markets
• Connect operational KPI trends to customer experience issues
• Identify patterns that indicate product issues, process gaps, or training needs
• Collaborate with the Customer Service Insights team on qualitative and quantitative research
• Write scopes and requests for deeper research into identified issues
• Translate operational findings into actionable recommendations for product, training, or process improvements

Quality Program Support

• Contribute to Quality program development by highlighting opportunities
• Analyze quality metrics across vendor partners and operational groups
• Support agent experience improvements across multiple support tiers
• Identify training and development needs based on performance data

Stakeholder Collaboration & Reporting

• Participate in operational performance review sessions with BPO partners
• Coordinate with cross-functional teams on performance-related initiatives
• Provide performance insights to support strategic decision-making
• Potentially manage smaller niche channels depending on experience and capacity

Qualifications & Skills

• Minimum of 5 years of experience in customer support operations, performance management, or similar operational roles working with BPO vendor partnerships or in BPO companies.
• Experience with data visualization and reporting tools (Excel, Tableau, Power BI, or similar platforms). Experience with SQL for data querying and analysis is preferred.
• Professional fluency in English (business proficiency mandatory).
• Experience managing performance across multiple groups and language segments
• Strong analytical capabilities with the ability to interpret data and identify performance outliers
• Proven ability to translate complex datasets into actionable business recommendations
• Understanding of operational environments and performance management methodologies
• Collaborative approach with the ability to work across teams
• Self-motivated with high energy levels and flexibility

What We Offer

• Salary according to experience
• Flexible hybrid working arrangements
• 32-40 hours per week
• 25 holiday days per year
• Pension scheme
• Opportunity to work with an international, diverse team managing operations across Europe, the Middle East, and Africa
• Exposure to global entertainment industry operations at scale
• Experience managing multi-country, multi-language customer service operations

Interested? Feel free to apply or contact me for more information at eduardo@adamsrecruitment.com

Please take into consideration that we can only consider applicants who are currently living in the Netherlands and who will NOT require a visa sponsorship now or in the future.

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