Senior Specialist, BPO Operations Excellence

📋 Description

• Propel Operational Excellence by overseeing performance rhythms in collaboration with BPO leadership.

• Take charge of daily operational oversight—monitoring service level compliance, quality, customer satisfaction (CSAT), and handling time.

• Facilitate operational reviews with partners, addressing challenges from foundational principles.

• Act as the primary operational point of contact, fostering relationships rooted in transparency and accountability.

• Convert feedback from agents and clients into actionable insights for internal teams.

⛳️ Requirements

• Over 7 years of experience in contact centers, with a minimum of 4 years specifically managing BPO/Vendor relationships.

• Proven ability to transform high-level strategic objectives into daily operational results.

• Comprehensive knowledge of Workforce Management (WFM) essentials, including forecasting, scheduling, and occupancy.

• Strong analytical capabilities and a keen instinct for data.

• Proficient in interpreting complex performance trends and articulating them clearly for senior leadership.

• Self-motivated and results-driven.

🏝️ Benefits

• Premium health benefits and life insurance coverage.

• Long-term group savings plan with employer matching through Wealthsimple for Business.

• 20 vacation days, 4 wellness days, and unlimited sick and mental health days annually.

• Opportunity to work outside Canada for up to 90 days each year.

• Access to employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS.