Manager, CX BPO, WFM & Programs

About the role

As the Manager, CX BPO, WFM & Programs, you are responsible for ensuring the high caliber of work and service across the onshore Customer Experience team and our offshore partners. You will also oversee workforce management (WFM) for our onshore and offshore teams, ensuring that both teams are scheduled in an optimized way and efficiently providing excellent customer service. You’ll support the team in the systems and AI space, as well as jumping into supporting the onshore organization, driving improvements with cross-functional partners and vendors. You’ll lead with data to make decisions.

This role is Monday-Friday, but may require periodically assisting to support our weekend CX schedule during peak periods or to support leadership time off. Remote eligible, but hybrid preferred role, going into the Brooklyn, NY office at least 1x/week.

What You’ll Do

• Own our BPO program and act as the main point of contact, ensuring seamless alignment between internal and outsourced team
• Maintain the highest level of service by monitoring and reporting against key metrics (SLAs, contacts per hour, quality scores, CSAT, etc.) and partnering with stakeholders and cross-functional teams to drive performance improvements and implement process updates
• Act as a subject matter expert on all things RTR
• Leverage operational insights, best practices, and reporting to identify gaps, draw out themes/trends to drive continuous improvement across our total operation
• Travel as needed to outsourcing site(s), estimated 2-3 times a year
• Partner with CSMs and BPO leadership to make improvements
• Join business reviews and workforce management calls
• Dig into key metrics, such as leakage and freebies, to ensure policy alignment
• Highlight the voice of the customer from our offshore organization
• Support workforce management (WFM) for onshore and offshore organizations to ensure accurate labor planning, forecasting and more, which optimize and reduce CX costs
• Identify gaps where we’re over and under, finding creative ways to adjust shifts
• Ensure agents are where they are scheduled to be, ensuring accountability and adherence
• Oversee the scheduling creation for the onshore organization and partner with the offshore organization to supplement accordingly
• Jump in and support the day-to-day management of the onshore agents, as needed (ex. during peak periods and absences)
• Support the team with systems issues, resolving outages and incidents cross-functionally and with vendors
• Assist with AI workflows and implementations to drive efficiencies
• Aid in additional programs, projects and key results that improve the customer experience and drive retention and growth

About You

• You have 4+ years of management experience in a service-oriented environment or equivalent, including overseeing BPO organizations with 50+ agents and experience owning workforce management and labor planning
• You have proven experience with CRM applications (Zendesk, Gladly, Kustomer, etc.) and leveraging technology to optimize customer experience operations
• You have a passion for continuous improvement, data-driven decision making, ongoing learning, and testing new ideas. You have a strong business acumen
• You are comfortable adapting to rapidly shifting goals/priorities and navigating teams through change with a positive attitude
• You’re an excellent communicator, across all levels and mediums
• You love motivating and inspiring a team to work towards a common goal
• You have previous experience in project management, driving large scale changes

Benefits

• Paid Time Off, including vacation, paid bereavement, and family sick leave
• Universal Paid Parental Leave for both parents + flexible return to work program
• Paid Sabbatical after 5 years of continuous service
• Exclusive employee subscription and rental discounts
• Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment
• 401(k) match

Qualifications

• Proven experience managing a BPO organization with 50+ agents
• Experience with workforce management and labor planning
• CRM applications (Zendesk, Gladly, Kustomer, etc.)
• Data-driven decision making and continuous improvement skills
• Ability to adapt to changing priorities and navigate teams through change
• Excellent communication skills
• Previous experience in project management

Skills

• Customer Service
• Workforce Management
• CRM Applications
• Data Analysis
• Project Management
• Continuous Improvement

Pay

The anticipated base salary for this position is $87,200 to $109,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held.