Manager, BPO Strategy

2 months ago


New York, New York, United States HelloFresh France Full time

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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