Job Summary

An online fashion subscription and personal styling service has an open position for a Remote CX BPO Manager.

Individual must be able to fulfill the following responsibilities:

• Own and lead the development and scaling strategy of our CX BPO Vendor partnership
• Build relationships with our internal and external partners to drive performance
• Manage and report on our partners performance focusing on KPI’s, SLA’s and quality of service

Required Skills:

• 5+ years of leadership experience
• 2+ years BPO or vendor management experience
• Robust working knowledge of omnichannel contact center operations in a supervisory or managerial capacity
• Thorough knowledge of Vendor/BPO call center relationships from RFP to daily performance management
• Deep understanding of contact center KPIs and key levers for performance measurement and improvement
• Demonstrated ability to manage remote teams and drive accountability for business results