Manager, Cx Bpo, Wfm & Programs

Rent the Runway

Brooklyn, NY, US
Base: $87,200 to $109,000; bonus/equity: not speci...
On-site
Oversee bpo program and internal alignment
Monitor and report key cx metrics
Leverage operational insights for improvement
Responsible for ensuring high caliber work and service across the Customer Experience team and offshore partners, including workforce management

Job Summary

  • Responsible for ensuring high caliber work and service across the Customer Experience team and offshore partners, including workforce management.
  • Own the BPO program, monitor key metrics, and leverage operational insights to drive performance improvements and continuous improvement.
  • Support workforce management to ensure accurate labor planning and forecasting, optimizing CX costs and scheduling.

Matching Summary

Responsible for ensuring high caliber work and service across the Customer Experience team and offshore partners, including workforce management.

Salary

Base: $87,200 to $109,000; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Oversee BPO program and internal alignment
  • Monitor and report key CX metrics
  • Leverage operational insights for improvement
  • Support workforce management for onshore/offshore teams
  • Optimize CX costs through labor planning

Nice-to-have

  • Subject matter expert on RTR
  • Drive continuous improvement across operations
  • Adapt to shifting goals and navigate change
  • Motivate and inspire teams
  • Drive large scale changes

Key Requirements

  • 4+ years management experience in service-oriented environment
  • Experience overseeing BPO organizations with 30+ agents
  • Experience owning workforce management and labor planning
  • Proven experience with CRM applications
  • Experience in project management

Work Rights

Not specified

Tailored Resume

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