CX BPO, WFM & Programs Manager

Role Overview

As the Manager, CX BPO, WFM & Programs, you are responsible for ensuring the high caliber of work and service across the onshore Customer Experience team and our offshore partners. You will lead with data to make decisions and act as the main point of contact for our BPO program, ensuring seamless alignment between internal and outsourced teams.

Key Responsibilities

• BPO Management: Own the BPO program, maintain high service levels by monitoring key metrics (SLAs, CPH, Quality, CSAT), and partner with stakeholders to drive performance improvements.
• Workforce Management (WFM): Oversee WFM for onshore and offshore teams to ensure optimized scheduling, accurate labor planning, and forecasting to reduce CX costs. Ensure agent accountability and adherence.
• Operations & Strategy: Leverage operational insights to identify gaps and drive continuous improvement. Act as a subject matter expert on RTR.
• Systems & AI: Support the team with systems issues, resolve outages, and assist with AI workflows to drive efficiencies.
• Leadership Support: Support day-to-day management of onshore agents during peak periods, assist Sr. Leadership with CX initiatives, and drive projects that improve customer experience, retention, and growth.
• Collaboration: Partner with CSMs and BPO leadership, join business reviews, and highlight the voice of the customer from the offshore organization.
• Travel: Travel to outsourcing sites as needed (estimated 2-3 times per year).

Benefits

• Paid Sabbatical after 5 years of continuous service
• Exclusive employee subscription and rental discounts
• 401k match
• Work from home opportunities
• Generous Paid Time Off (annual leave, bereavement, family sick leave)
• Universal Paid Parental Leave with a flexible return to work program
• Competitive Stakeholder Pension
• Comprehensive health and dental care from day 1
• Company-wide events and outings
• Hybrid Work: Option to work remotely 3 days a week