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Manager, Bpo Strategy
4 months ago
**Manager, BPO Strategy & Operations**
**Location: Newark NJ, New York City NY**
**Reports to: Senior Manager, BPO Strategy & operations**
**Manager, BPO Strategy & Operations** Job Description**:
**_ You will _**
- Become the Subject Matter Expert (SME) on all parts of the BPO relationship including contractual obligations, performance expectations and BPO initiatives
- Manage BPO performance with accountability for contact center metrics including: costs, service level agreements, AHT, CSAT, NPS, quality, retention and similar performance indicators
- Be the main contact for partner escalations and identify real and potential problems, provide resolutions, alternate solutions and risk mitigation plans
- Become part of the negotiations of vendor contracts to prioritize goals and outline performance expectations
- Hold BPOs accountable to established contract terms and suggest alternatives
- Evaluate performance and provide feedback to partners to increase customer satisfaction
- Develop recurring assessment for each BPO site through report analysis, demonstration of internal technology, quality agreements and other related measurements
- Audit BPO invoices to ensure accuracy and organize payments
- Communicate tasks, decisions, and processes regarding operations and cross-departmental impacts to partners
- Ensure cross channel quality through both remote monitoring and regular on-site visits to establish consistency of the HelloFresh culture and brand expectations
- Institute best practices by conducting process reviews and memorializing process improvements through documentation
- Contribute to the continuous improvement mindset across the CC function
**_ You are _**
- Customer experience-obsessed and has an absolute passion for ensuring a great customer experience with every contact
- A "Foodie"- fanatical about food
- A strong written and verbal communicator
- Vocal when conveying a clear vision and leading others
- Data driven and detail oriented
- Optimistic and bold in making decisions and taking calculated risks
**_ You have..._**
- Bachelor's degree and 3-5 years of experience in contact center management, vendor relations or customer service operations related experience required
- The ability to travel approximately 50% within the United States and internationally is required
- Experience with telephony and CRM tools, experience with data visualization tools such as Tableau and/or PowerBI is a plus
- This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
- Prolonged periods working at a desk and on a computer
- Reading information on a computer screen and inputting data into a computer system
**_You'll get _**
- Competitive Salary & 401K company match that vests immediately upon participation
- Generous parental leave of 16 weeks & PTO policy
- $0 monthly premium and other flexible health plans effective first day of employment
- 75% discount on your subscription to HelloFresh (as well as other product initiatives)
- Snacks, coffee & catered meals
- Company sponsored outings & Employee Resource Groups
- Collaborative, dynamic work environment within a fast-paced, mission-driven company
