Related skills
zendesk bpo csat wfm cx📋 Description
- Own our BPO program; main contact between internal and outsourced teams.
- Monitor and report SLAs, contacts/hour, quality scores, CSAT; drive improvements.
- Travel to outsourcing site 2-3 times per year.
- Manage WFM for onshore and offshore; labor planning and forecasting.
- Partner with CSMs and BPO leadership; join business reviews and WFM calls.
- Identify scheduling gaps; adjust shifts; ensure agents are scheduled correctly.
🎯 Requirements
- 4+ years' management in service environment; BPOs with 30+ agents, WFM.
- CRM apps experience (Zendesk, Kustomer, Gladly) to optimize CX ops.
- Strong data-driven mindset; continuous improvement and business acumen.
- Adaptable to changing goals; navigate teams through change.
- Excellent communicator across all levels and mediums.
- PM experience driving large-scale changes.
🎁 Benefits
- Paid Time Off, bereavement, and family sick leave.
- Universal Paid Parental Leave and flexible return to work.
- Paid Sabbatical after 5 years of continuous service.
- Exclusive employee subscription and rental discounts.
- Comprehensive health, vision, dental, FSA and dependent care; 401(k) match.
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