Related skills
salesforce ai excel powerpoint bpo📋 Description
- Lead Vetify Supplier Support across internal teams and BPO partners.
- Manage Team Leads and frontline teams; coach and develop staff.
- Own day-to-day case management: routing, prioritization, backlog, resolution quality.
- Drive automation and AI adoption in Supplier Support; measure impact.
- Lead process improvements to simplify workflows; improve CSAT and NPS.
- Establish, maintain standardized process docs and SOPs for Vetify support.
🎯 Requirements
- 5+ years leading a call/support center with frontline teams.
- Multi-site or partner/BPO ops experience with performance oversight.
- Strong knowledge of case management, SLAs, queue management, escalation, CSAT.
- Experience with Salesforce Service Cloud or similar CRM; Salesforce a plus.
- Familiar with automation/AI in support; basic prompting skills.
- Excel/PowerPoint proficient; data reporting; Hybrid in Lehi/Calgary.
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