BPO Supervisor

Summary

Join Resident as a BPO Program Supervisor and partner with Customer Success Teams to ensure smooth daily operations in a BPO environment, meeting client expectations. Collaborate cross-functionally, driving success within the Customer Success Team. Maintain high service quality, employee engagement, and operational efficiency by working closely with internal and external stakeholders. This remote position requires travel to partner locations, including all US time zones, with potential work during holidays. The role involves supporting teams to exceed KPIs, partnering with training and quality teams, ensuring compliance, driving continuous improvement, developing departmental standards, making data-driven decisions, communicating company vision, and supporting employee life cycle improvements. Model Resident's core values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.

Requirements

• 3+ years of experience in customer service and sales contact centers, with a focus on fostering collaborative team environments
• At least 1 year of experience working with BPO or outsourced contact centers, preferably in the retail or e-commerce sectors
• Adept at analytical decision-making with empathy and collaborative leadership to cultivate a high-performing, world-class team
• Previous remote work experience is essential
• Demonstrates a high level of resiliency, empathy, and emotional intelligence in building collaborative teams
• Excellent written and verbal communication skills, with the ability to engage both hourly employees and executive leadership
• Self-starter who thrives in fast-paced environments and demonstrates flexibility and agility while consistently meeting tight deadlines
• Proven empathetic and inclusive leader with the ability to lead and inspire a diverse workforce. Skilled in creative and fair problem-solving, with a focus on achieving goals while fostering a positive, healthy work environment
• Experienced with performance management platforms and data reporting tools to monitor and drive team performance. Adept at using Looker, Google Sheets and Excel
• Ability to work in a fast-paced, results-driven environment
• Must be available and flexible during major sales or holiday events and on weekends
• Availability and flexibility during major sales events, holiday seasons, and weekends are required
• Required domestic and international travel - up to 15%

Responsibilities

• Support and collaborate with all Customer Success teams to meet or exceed KPIs, including quality, productivity, and attendance
• Partner with training and quality teams to ensure team readiness and ongoing development
• Ensure compliance with company policies, procedures, and client requirements
• Work closely with cross-functional leaders to drive continuous improvement through data analytics, OKR reviews, and feedback assessments
• Collaborate with the Customer Success Team to develop and implement departmental standards and processes
• Make data-driven decisions and recommendations to enhance performance
• Communicate the company’s vision and goals effectively across teams
• Support improvements across the employee life cycle, including hiring, onboarding, and training
• Models our core values: Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum

Preferred Qualifications

• Industry knowledge with mattresses or furniture sales and service is highly desirable
• Preference given to candidates located in EST or CST zones, or those able to work during Eastern Standard Time business hours

Benefits

• Remote-first workplace (since 2017!)
• Competitive Salary
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with company match component
• Take what you need Paid Time Off
• Wellness benefits
• WFH office and cell phone/internet stipend
• A FREE MATTRESS plus an awesome Friends and Family discount!