Lead, BPO Vendor
To see similar active jobs please follow this link: Remote Customer Success jobs
The Role
This role is part of Loom's Support Operations team, which is responsible for driving efficiency and customer delight while scaling alongside Loom's rapid growth to support our 20+ million users.
As the BPO lead, you will play a critical role in creating an environment for our BPO partners to do their best work. You will be responsible for leading and executing projects that ensure Loom continues to provide an efficient, proactive, 24/7 support experience. By building strong relationships, with both leadership and support associates alike, you will ensure our BPO team is set up for success.
You will ensure their feedback and needs are met by internal stakeholders while focusing on improved performance that exceeds SLAs across quality, response, and productivity.
Through a diverse workload, and partnering with cross-functional stakeholders, your work will be critical to ensuring Loom’s Support team continues to thrive, scale, and delight our customers.
About our Support Ops team
Support Operations is a small team comprised of folks who are energized by solving complex business problems. If you’re ready to roll up your sleeves and create elegant solutions that keep pace with our ambitious growth plans, we would be delighted to hear from you!
Responsibilities
Manage the day-to-day operations for our BPO team, executing projects that span process, training, quality, reporting, and product improvements.
Drive improved performance SLAs across quality, efficiency, and productivity.
Analyze data to identify opportunities; capacity plan; and determine solutions and action accordingly.
Regularly collaborate with BPO leads and agents to facilitate productive, action-oriented discussions.
Create and facilitate training, and own quality for our BPO partner.
Work closely with cross-functional partners across Support, Product, Sales, and Engineering leadership to improve cross-functional team collaboration workflow.
Coordinate and drive key projects to completion, across process, workflow, training improvement, by building alignment and consensus with Support leadership and cross-functional stakeholders.
What We're Looking For
3+ years experience in customer experience, Support, Business or Product Operations with progressively increasing responsibility.
Minimum 2+ years BPO vendor leadership experience.
You have experience running training and quality programs, along with understanding of BPO scheduling, capacity planning, KPIs, and reporting.
You take a test-and-learn approach to all rollouts and rely on data to make your decisions.
You’re comfortable working in ambiguity and take pride in constantly evaluating valuable opportunities to improve current workflows by showing a strong interest in finding and analyzing data to support hypotheses and create plans of action.
You truly care for the overall customer experience with a proven track record of driving efficiency and building relationships.
Strong analytical prowess in working with large sets of unstructured data to create business insights. Including expertise in Tableau, Excel, Zendesk Explore (SQL & Salesforce experience is a bonus).
Proven track record in the ability to manage multiple projects and priorities simultaneously, while working in a fast-paced environment.
Bonus: Working with BPOs who also span across other disciplines such as sales, success, safety & compliance.
About the job
Lead, BPO Vendor
To see similar active jobs please follow this link: Remote Customer Success jobs
The Role
This role is part of Loom's Support Operations team, which is responsible for driving efficiency and customer delight while scaling alongside Loom's rapid growth to support our 20+ million users.
As the BPO lead, you will play a critical role in creating an environment for our BPO partners to do their best work. You will be responsible for leading and executing projects that ensure Loom continues to provide an efficient, proactive, 24/7 support experience. By building strong relationships, with both leadership and support associates alike, you will ensure our BPO team is set up for success.
You will ensure their feedback and needs are met by internal stakeholders while focusing on improved performance that exceeds SLAs across quality, response, and productivity.
Through a diverse workload, and partnering with cross-functional stakeholders, your work will be critical to ensuring Loom’s Support team continues to thrive, scale, and delight our customers.
About our Support Ops team
Support Operations is a small team comprised of folks who are energized by solving complex business problems. If you’re ready to roll up your sleeves and create elegant solutions that keep pace with our ambitious growth plans, we would be delighted to hear from you!
Responsibilities
Manage the day-to-day operations for our BPO team, executing projects that span process, training, quality, reporting, and product improvements.
Drive improved performance SLAs across quality, efficiency, and productivity.
Analyze data to identify opportunities; capacity plan; and determine solutions and action accordingly.
Regularly collaborate with BPO leads and agents to facilitate productive, action-oriented discussions.
Create and facilitate training, and own quality for our BPO partner.
Work closely with cross-functional partners across Support, Product, Sales, and Engineering leadership to improve cross-functional team collaboration workflow.
Coordinate and drive key projects to completion, across process, workflow, training improvement, by building alignment and consensus with Support leadership and cross-functional stakeholders.
What We're Looking For
3+ years experience in customer experience, Support, Business or Product Operations with progressively increasing responsibility.
Minimum 2+ years BPO vendor leadership experience.
You have experience running training and quality programs, along with understanding of BPO scheduling, capacity planning, KPIs, and reporting.
You take a test-and-learn approach to all rollouts and rely on data to make your decisions.
You’re comfortable working in ambiguity and take pride in constantly evaluating valuable opportunities to improve current workflows by showing a strong interest in finding and analyzing data to support hypotheses and create plans of action.
You truly care for the overall customer experience with a proven track record of driving efficiency and building relationships.
Strong analytical prowess in working with large sets of unstructured data to create business insights. Including expertise in Tableau, Excel, Zendesk Explore (SQL & Salesforce experience is a bonus).
Proven track record in the ability to manage multiple projects and priorities simultaneously, while working in a fast-paced environment.
Bonus: Working with BPOs who also span across other disciplines such as sales, success, safety & compliance.