Senior Outsourced Service Operations Manager

Make your impact within a rapidly growing Fintech Company

In this role you will:

- Manage the operational performance of multiple product lines at multiple BPO site through building and maintaining effective relationships with operational site leadership
- Demonstrate expertise in BPO Operations and Vendor Management by maintaining a deep understanding of contract adherence staffing models and agent technology suites while gaining a functional understanding of product lines to contextualize customer issues.
- Be a Champion of BILL culture cross-functionally through actively embodying BILL values enhancing engagement and facilitating culture-building activities
- Develop expertise in the agent technology suite including Five9 Salesforce Google Suite etc.
- Set clear objectives and timelines to hold BPO Leadership accountable for meeting and exceeding KPI goals and metrics including SLA standards
- Regularly review performance metrics to identify areas where performance does not meet expectations
- Implement site performance improvement plans when necessary including clear expectations and timelines for improvement
- Lead regular meetings such as Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) and actively participate in Quarterly Business Reviews (QBR)
- Analyze customer feedback scores efficiency data open case reports and other relevant metrics to pinpoint specific areas needing improvement
- Ensure that all product updates are communicated effectively to BPO leadership and employees and validate all required trainings are completed within established SLAs
- Proactively identify leading indicators for an improved customers experience and lead projects to implement these changes at scale
- Engage in cross-functional strategic discussions and planning sessions that align with the broader operational goals
- Identify operational gaps in the representative life-cycle or site management and lead the creation and implementation of standardized SOPs to ensure consistency across sites.
- In partnership with Workforce Management set clear expectations around headcount needs for BPO partners
- Proactively seek feedback and training opportunities consistently and effectively provide feedback to your peers
- Actively participate in UAT and Beta projects to drive improvements for BPO teams
- Participate in team meetings and contribute positively to team culture
- Provide feedback on content gaps and additional training resource needs for frontline representatives and participate in the creation of these resources
- Partner with cross-functional teams on multi-department projects driving increased impact
- Participate in and lead team culture building activities and programs
- Participate in the assessment and review of department and team SOPs that impact BPO partners in partnership with the content team
- Partner with cross-functional teams on multi-department projects and lead specific efforts within these projects
- Drive BILL culture across the CARE team including leading and participating in culture building programs and activities
- Always aim to be solution-oriented take ownership and demonstrate accountability
- Plan and participate in site visits with Outsourced Service Operations leadership
- Be aware of and lead creating recommendations to improve the agent life-cycle at the BPO site

Wed love to chat if you have:

-A high school diploma or GED

- 5 years of experience in customer service operations

- 3 years of experience in BPO industry

- Demonstrated ability to drive improvement in the customer experience using people processes or technology to deliver outcomes

- Experience using data to drive insights and recommend changes for improvement

- Strong technical aptitude including Google Suite Salesforce and call center telephony systems

- Strong math and logic skills including basic algebra

- Excellent verbal and written communication skills

- Excellent organizational skills including time management goal setting and attention to detail

- Flexible and adaptable with an ability to thrive in ambiguous situations

- Strong attention to detail organization and the ability to multi-task

- Strong verbal and written communication skills including college level English proficiency

- Ability to excercise sound judgement in all situations

- Ability to travel globally up to 20% of the year

Nice to have:

- Experience in the Financial Services industry

- Project Management Certification

- COPC Certification

Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.