Weekend Operations Manager Jobs in Provo, UT (NOW HIRING)

Make your impact within a rapidly growing Fintech Company

In this role you will:

• Manage the operational performance of multiple product lines at multiple BPO site through building and maintaining effective relationships with operational site leadership
• Demonstrate expertise in BPO Operations and Vendor Management by maintaining a deep understanding of contract adherence, staffing models, and agent technology suites, while gaining a functional understanding of product lines to contextualize customer issues.
• Be a Champion of BILL culture cross-functionally through actively embodying BILL values, enhancing engagement, and facilitating culture-building activities
• Develop expertise in the agent technology suite including Five9, Salesforce, Google Suite, etc.
• Set clear objectives and timelines to hold BPO Leadership accountable for meeting and exceeding KPI goals and metrics including SLA standards
• Regularly review performance metrics to identify areas where performance does not meet expectations
• Implement site performance improvement plans when necessary including clear expectations and timelines for improvement
• Lead regular meetings such as Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR), and actively participate in Quarterly Business Reviews (QBR)
• Analyze customer feedback scores, efficiency data, open case reports and other relevant metrics to pinpoint specific areas needing improvement
• Ensure that all product updates are communicated effectively to BPO leadership and employees, and validate all required trainings are completed within established SLAs
• Proactively identify leading indicators for an improved customers experience and lead projects to implement these changes at scale
• Engage in cross-functional strategic discussions and planning sessions that align with the broader operational goals
• Identify operational gaps in the representative life-cycle or site management and lead the creation and implementation of standardized SOPs to ensure consistency across sites.
• In partnership with Workforce Management, set clear expectations around headcount needs for BPO partners
• Proactively seek feedback and training opportunities consistently and effectively provide feedback to your peers
• Actively participate in UAT and Beta projects to drive improvements for BPO teams
• Participate in team meetings and contribute positively to team culture
• Provide feedback on content gaps and additional training resource needs for frontline representatives and participate in the creation of these resources
• Partner with cross-functional teams on multi-department projects, driving increased impact
• Participate in and lead team culture building activities and programs
• Participate in the assessment and review of department and team SOPs that impact BPO partners in partnership with the content team
• Partner with cross-functional teams on multi-department projects and lead specific efforts within these projects
• Drive BILL culture across the CARE team including leading and participating in culture building programs and activities
• Always aim to be solution-oriented, take ownership and demonstrate accountability
• Plan and participate in site visits with Outsourced Service Operations leadership
• Be aware of and lead creating recommendations to improve the agent life-cycle at the BPO site

We'd love to chat if you have:

• A high school diploma or GED
• 5 years of experience in customer service operations
• 3 years of experience in BPO industry
• Demonstrated ability to drive improvement in the customer experience using people, processes or technology to deliver outcomes
• Experience using data to drive insights and recommend changes for improvement
• Strong technical aptitude including Google Suite, Salesforce and call center telephony systems
• Strong math and logic skills including basic algebra
• Excellent verbal and written communication skills
• Excellent organizational skills including time management, goal setting and attention to detail
• Flexible and adaptable, with an ability to thrive in ambiguous situations
• Strong attention to detail, organization and the ability to multi-task
• Strong verbal and written communication skills including college level English proficiency
• Ability to exercise sound judgement in all situations
• Ability to travel globally up to 25% of the year

Nice to have:

• Experience in the Financial Services industry
• Project Management Certification
• COPC Certification

Visa Sponsorship:  Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.