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Manager, BPO Strategy
2 months ago
Manager, BPO Strategy & Operations
About the Company: A leading company is seeking a Manager, BPO Strategy & Operations to join their team in the Newark, NJ or New York City, NY area.
Responsibilities:
- Become the Subject Matter Expert (SME) on all parts of the BPO relationship including contractual obligations, performance expectations, and initiatives
- Manage BPO performance with accountability for contact center metrics including costs, service level agreements, quality, and more
- Handle partner escalations, identify problems, provide resolutions, and mitigation plans
- Participate in vendor contract negotiations to outline performance expectations
- Evaluate performance, provide feedback, and ensure customer satisfaction
- Conduct assessments for each BPO site and analyze reports for improvement
- Audit BPO invoices, communicate tasks and decisions, and ensure cross-channel quality
- Institute best practices, conduct process reviews, and contribute to continuous improvement
Requirements:
- Bachelor's degree and 3-5 years of experience in contact center management or customer service operations
- Ability to travel 50% within the United States and internationally
- Experience with telephony, CRM tools, and data visualization tools is a plus
- Physical requirements include prolonged periods working at a desk and on a computer
Benefits:
- Competitive Salary & 401K company match, parental leave, and PTO policy
- Health plans, HelloFresh subscription discount, snacks, and catered meals
- Company-sponsored outings, Employee Resource Groups, and a dynamic work environment
The company promotes a diverse and inclusive workplace where all employees are treated with respect and dignity. Join a fast-paced, mission-driven organization dedicated to enhancing customer experiences.
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