We are seeking a Vendor Management Analyst to serve as a key link between our organization and external vendor partners. In this role, you will drive operational excellence by optimizing performance, solving complex challenges, and managing strategic partnerships. Your work will directly influence thousands of customer interactions, ensuring fast, frictionless, and trustworthy experiences. This is an opportunity to make a significant impact within a dynamic, client-focused team.

Job duties include, but are not limited to the following:

Performance Optimization: Monitor daily BPO performance across multiple lines of business, identify trends, and collaborate with vendors to implement corrective actions.
Operational Intelligence: Analyze operational data and provide actionable insights and recommendations to senior leadership.
Quality Assurance: Participate in calibration reviews and CSAT analysis to assess agent proficiency, identify service gaps, and drive continuous improvement.
Strategic Partnership Management: Build and maintain strong relationships with vendor contacts, ensuring alignment on performance expectations and collaborative problem-solving.
Feedback Facilitation: Track and flag corrective actions between internal and vendor teams to ensure adherence to best practices.
Change Management: Prepare vendor teams for operational changes by providing enablement resources and clear communication.
Incident Leadership: Lead rapid response efforts during operational disruptions, coordinating with vendors and internal stakeholders to minimize impact and ensure swift resolution

Must Have Skills/Experience

Minimum 2 years of experience working with contact center BPO vendors and operations.
Proven track record of driving performance improvements in a service delivery environment.
Knowledge of quality assurance processes and agent performance management.
Strong analytical skills with experience interpreting performance metrics and operational data.
Excellent written and verbal communication skills, including experience presenting to exec level stakeholders.
Ability to lead incident response and change management initiatives.
Bonus: Experience in financial services or regulated industries

Disclaimer

The Company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information, or any other characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 844 895-8598 or email However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting.

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Job Type & Location

This is a Contract to Hire position based out of Toronto, ON.

Pay and Benefits

The pay range for this position is $30.00 - $30.00/hr.

Workplace Type

This is a fully remote position.

À propos de TEKsystems et TEKsystems Global Services

Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Vendor Management Analyst (Fintech Industry - BPO Operations)

Job Type