Senior BPO Specialist (Remote)

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. To learn more, visit www.ezcater.com.

As ezCater’s Senior BPO Specialist, your focus on data will drive you to lead, mentor, and inspire a diverse team of remote BPO agents and their support staff to achieve targets and deliver world class customer service. Your creation and enforcement of quality and performance KPIs will ensure our team consistently exceeds customer experience and productivity standards, supporting customers, catering partners, and delivery drivers. You'll also help oversee day-to-day operations for smooth and efficient functioning, reporting directly to the Senior Manager of Outsource Operations.

What You'll Do

• Develop and Implement Key Performance Indicators (KPIs): Develop and implement key performance indicators (KPIs) to measure the quality, effectiveness, and efficiency of our remote customer service operations.
• Establish Clear KPI Goals: Establish clear KPI goals aligned with organizational objectives and track progress towards achieving them, both in terms of overall performance and day-to-day operations.
• Utilize Data Analytics: Utilize data analytics and insights to identify trends, patterns, and opportunities for improvement in both overarching performance metrics and day-to-day operational efficiency.
• Monitor Adherence to KPIs and SLAs: Monitor adherence to KPIs and service level agreements (SLAs), and take proactive measures to address any deviations or performance gaps, ensuring consistent delivery of exceptional service.
• Collaborate with Stakeholders: Collaborate with stakeholders to develop strategies and initiatives aimed at improving KPI outcomes and driving continuous performance improvement across the team, including day-to-day operational enhancements.
• Assist Day-to-Day Operations: Overseeing the day-to-day operations of our remote customer service operations, ensuring seamless execution and adherence to established protocols and procedures.
  
  

What You Have

• 3-5 years of experience managing remote customer service/contact center teams working directly with a BPO provider, or in a BPO environment.
• Proven track record of driving performance improvements and achieving/exceeding KPIs and SLAs, both in overall performance and day-to-day operations.
• Expert proficiency in excel and the ability to interpret data, identify trends, and make data-driven decisions.
• Strong leadership and interpersonal skills with the ability to motivate, coach, and develop remote teams and internal teams.
• Exceptional communication skills, both written and verbal.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Familiarity with contact center software such as CRM, WFM (Nice), AI, and other relevant tools.
• Experience in utilizing dashboards and dashboard tools such as Tableau and Sigma to visualize and analyze key performance metrics and operational data effectively.
  
  

The national cash compensation range for this role is $67,000 - $88,000* per year.

• Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).
  
  

Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ezCater and the role, and highlighting anything else you think we should know!

ezCater does not sponsor applicants for work visas or legal permanent residence.

What You’ll Get From Us

You’ll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great flexibility around work/life balance.

Have people in your life – of any age – who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.

Oh, and you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you’re in one of our offices, and knowing that you helped get this rocket ship to the moon.

ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.

For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy.

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