BPO Operations & Performance Coordinator

About Us:

Dyson is a global technology enterprise. Were growing fast and our ambition is huge more categories more locations and more people. Dyson launched in the US in 2002 and since then operations have grown exponentially. Our US headquarters is based in Chicagos Fulton Market neighborhood. We also have employees working in field sales our service centers and in our growing number of Dyson Demo Stores across the country.
Were committed to our campus culture encouraging collaboration continuous development and learning from each other. By bringing people together we foster a fantastic social and dynamic environment.

About the Role:

The BPO Coordinator plays a critical part in ensuring the smooth and effective management of Dysons outsourcing operations. This role serves as a key liaison between internal stakeholders and the BPO team driving process optimization operational analytics and quality assurance while supporting the BPO Manager in various capacities. Occasional travel to BPO vendor locations may be required.

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES

• Analytics & Performance Management

  • Compile analyze and interpret data related to BPO operations providing actionable insights and recommendations to drive continuous improvement.

  • Track and report on key performance indicators (KPIs) such as CSAT post-contact satisfaction QA metrics sales conversion cost efficiencies average handle time adherence to schedule and other metrics.

  • Extract consolidate and validate data across multiple platforms (Amazon Connect Salesforce Calabrio Teliopti CRM SAP TechSee) ensuring reporting accuracy and integrity.

  • Develop and maintain dashboards and routine (daily weekly monthly) reports to monitor trends and highlight exceptional performance or areas for improvement.

  • Partner with BPO Manager and stakeholders to identify root causes of variances and implement effective solutions.

• Operational Support

  • Monitor compliance with all policies processes and procedures impacting Dyson owners operational execution and business profitability.

  • Respond to internal and external inquiries investigate operational issues discrepancies or complaints and facilitate timely resolution.

  • Support the onboarding process for BPO resources ensuring credentials and system access are set up correctly in collaboration with IT partners.

  • Support continuous improvement initiatives by identifying and executing opportunities to optimize workflows and enhance service delivery standards.

• Stakeholder Engagement

  • Communicate effectively with key BPO stakeholders providing clear verbal and written updates on operational performance and initiatives.

  • Provide regular coaching and feedback to BPO partners ensuring alignment on expectations and following up to ensure accountability.

  • Escalate issues to the BPO Manager or appropriate stakeholders as necessary to resolve persistent or critical challenges.

  • Coordinate with internal teams (WFM Training QA IT etc.) to ensure BPO teams have the requisite resources and support.

• Administrative & Managerial Support

  • Support the BPO Manager in calendar and task management project execution and coordination of key initiatives.

  • Assist in planning and execution of vendor visits team meetings and ad-hoc projects as required.

  • Maintain accurate records for onboarded resources and operational activities.

• Travel

  • Willingness and ability to travel occasionally to BPO vendor sites both domestically and internationally to conduct operational reviews training or support as required.

• Additional Activities

  • Adapt to new responsibilities and projects as assigned thinking creatively and proactively to solve problems and identify improvements.

  • Take ownership of personal and team development contributing to Dysons culture of innovation and excellence.

About You:

• Previous experience in Customer Service or BPO operations preferred.

• Demonstrated strong analytical skills including proficiency with data analysis tools and techniques; experience with Excel and data visualization preferred.

• Highly organized with the ability to manage multiple assignments and priorities simultaneously.

• Excellent written and verbal communication skills; able to translate data insights into clear recommendations for diverse audiences.

• Strong attention to detail and commitment to data accuracy.

• Confident administrator; adept at tracking and onboarding resources and managing complex schedules.

• Proficient in Microsoft Office Suite (Excel PowerPoint Outlook); familiarity with business intelligence or reporting tools is a plus.

• Collaborative team player able to work cross-functionally to drive action plans and improvements.

• Flexible schedule: able to work evenings weekends and holidays as needed to support operations.

• Willing and able to travel to vendor sites as required by the business.

Benefits:

At Dyson how we reward you is linked to our high-performance culture. But its about more than salary and bonus. Through a package of financial lifestyle and health benefits we support whatever stage of life youre in and the moments that matter.

Financial benefits:

• 401K with up to a 4% match

• Company paid Life Insurance and AD&D

• Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:

• Competitive Paid Time Off Benefits including Separate Holiday Sick and

• Vacation Time

• Pre-tax Commuter Benefits (applicable areas only)

• Generous Child Care Leave Program

• Wellness Program

• Employee Assistance Program

• Generous Dyson Product Discounts

Health Benefits

• Multi-Level Healthcare Coverage Options

• Vision & Dental Coverage

• Company paid Short-Term and Long-Term Disability