CX BPO, WFM & Programs Manager

Join our team as the CX BPO, WFM & Programs Manager. In this role, you will oversee the onshore Customer Experience team and our offshore partners, ensuring high-quality service and optimized scheduling. You will act as the main point of contact for our BPO program, monitor key metrics, and drive performance improvements. Additionally, you will support workforce management, assist with systems issues, and drive additional programs to improve the customer experience. Enjoy benefits such as a paid sabbatical, exclusive discounts, and comprehensive health care.

• Assurer la qualité du travail et du service de l'équipe d'expérience client, tant sur le plan national qu'international.
• Superviser la gestion de la main-d'œuvre pour les équipes sur site et offshore, en veillant à ce qu'elles soient programmées de manière optimale.
• Agir en tant qu'expert en la matière sur tous les aspects de la gestion des opérations, en utilisant des données pour prendre des décisions éclairées.
• You love motivating and inspiring a team to work towards a common goal
• You are comfortable adapting to rapidly shifting goals/priorities and navigating teams through change with a positive attitude
• You have previous experience in project management, driving large scale changes
• You have a passion for continuous improvement, data-driven decision making, ongoing learning, and testing new ideas. You have a strong business acumen
• 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’re an excellent communicator, across all levels and mediums