BPO Program Manager

October 1

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Resident

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Description

•CRAFT MEETS COMFORT. At Resident, we believe your living space shouldn’t just look good, it should feel good. •Resident has become one of the fastest growing, scaled, and profitable omnichannel retailers in North America. •The BPO Program Manager will be responsible for implementing business initiatives and driving the efficiency and budgetary performance of our 3rd party BPO partners. •This leader will also be responsible for maintaining program success through the analyzing of data, identifying and noting trends, working collaboratively on staffing forecast and demand, and the allocation of staffing resources to meet the business objectives.

Requirements

•2-4 years of proven BPO process management experience •Service/support experience in a call center or remote environment •Experience working with a BPO or hybrid team •Comfortable with data analysis with proficiency in Google Sheets or Excel •Familiarity with sales and service KPI metrics ( SLA, AHT, CSAT, ACW, AOV) •Comfortable with ambiguity and a fast-paced agile environment •Strong interpersonal skills with the ability to bring an upbeat, professional, and respectful approach to internal and external customers •Well-organized, with exceptional attention to detail and ability to prioritize and time manage for successful execution •A demonstrated ability to listen to customer needs •Excellent written and spoken English •Comfortable and familiar with working from home and being a self-starter. •Experience in a startup, DTC, or e-commerce environment is a plus •Strong computer literacy with the ability to quickly learn and adapt to new platforms •Experience/proficiency in programs such as Five 9, Chat Tools, Google Suite, Slack •Ability to apply sound, independent judgment and discretion on matters of substantial importance to the company in performing duties, resolving complex problems, and interpreting policies and regulations.

Benefits

•Remote-first workplace (since 2016!) •Competitive pay. •Health, Vision & Dental Insurance. •HSA company contributions. •401K with a company match component. •Generous Paid Time Off. •Wellness benefits. •WFH office and cell phone/internet stipend. •A FREE MATTRESS plus an awesome Friends and Family discount!