Remote BPO Program Manager

Summary

Join our team at Resident, a fast-growing omnichannel retailer, as we build world-class retail and finance teams. We're looking for a BPO Program Manager to implement business initiatives and drive efficiency in our outsourced customer success programs.

Requirements

• 2-4 years of proven BPO process management experience
• Service/support experience in a call center or remote environment
• Experience working with a BPO or hybrid team
• Comfortable with data analysis with proficiency in Google Sheets or Excel
• Familiarity with sales and service KPI metrics (SLA, AHT, CSAT, ACW, AOV)
• Comfortable with ambiguity and a fast-paced agile environment
• Strong interpersonal skills with the ability to bring an upbeat, professional, and respectful approach to internal and external customers
• Well-organized, with exceptional attention to detail and ability to prioritize and time manage for successful execution
• A demonstrated ability to listen to customer needs
• Excellent written and spoken English
• Comfortable and familiar with working from home and being a self-starter
• Experience in a startup, DTC, or e-commerce environment is a plus
• Strong computer literacy with the ability to quickly learn and adapt to new platforms
• Experience/proficiency in programs such as Five 9, Chat Tools, Google Suite, Slack
• Ability to apply sound, independent judgment and discretion on matters of substantial importance to the company in performing duties, resolving complex problems, and interpreting policies and regulations

Responsibilities

• Collaborate with the Resident Customer Success team and BPO leadership to help manage the BPO program budget
• Maintain regular communication with BPO team leadership and stakeholders, ensuring all parties have accurate and current information
• Assist with the research of internal and external best practices with recommendations for process improvements
• Assume ownership of the implementation, change management, and compliance of success metrics
• Collaborate with cross-functional teams to develop and execute strategies and initiatives, ensuring the program meets milestones
• Collaborate with the Resident and BPO leaders (or equivalent) to surface trends and risks
• Collaborate with Resident and BPO workforce management teams to ensure productivity metrics for program efficiency
• Discuss and implement plans of action to improve overall program performance
• Share BPO policy and operational process best practices to align with Resident’s business needs
• Manage budget for production hours, business needs, and productivity

Benefits

• Remote-first workplace
• Competitive pay
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with a company match component
• Generous Paid Time Off
• Wellness benefits
• WFH office and cell phone/internet stipend
• A FREE MATTRESS plus an awesome Friends and Family discount!