Vacancy expired!
Job Description
We’re looking for a BPO Operations Analyst to build and maintain world-class provider partnerships across our global operations network.
You will be responsible for collaborating cross functionally with internal and external stakeholders to manage and drive KPIs and performance of our partners. You are passionate about delivering exceptional customer service, leading creative solutions to issues, and coaching individuals and teams to reach their full potential.
You will:
Manage Business Process Outsourcing (BPO)/Shared Services Vendor day to day activities, including monitoring and reporting metrics such as productivity and quality, resolving service issues and escalating as necessary
Monitor daily workflow and volume, while ensuring Vendor is maintaining department service levels and standards
Monitor phone calls, chats, emails for quality and coaching opportunities
Identify training gaps and partner with L&P to help improve curriculum
Respond and address ad hoc request for process related operational issues
Partner with analytics and engineering to address open issues
Participate in and manage projects (as needed), document process flows, and ensure the proper execution of controls
Provide excellent customer service to suppliers and internal stakeholders by resolving questions and issues quickly and accurately
Manage through data and utilize internal KPIs to drive performance
Partner with business stakeholders and participate in Daily/Weekly/Monthly mechanisms - Understand day to day activities and challenges and represented the Vendor as an integral part of the business
Examples of mechanisms are:
Team Meetings
Daily/Weekly standups
Call monitoring and calibration
Network performance reviews
Qualifications
A BA/BS degree or related experience
2 + years of work experience in outsourced partner operations, ideally in a global - offshore location
5 + years of relevant CS operations work experience with 2+ years of multi-tier (managing leaders) people management experience
The ability to effectively influence and communicate cross-functionally and excellent written and verbal communication skills
Creative problem-solving abilities and expertise in balancing and articulating trade-offs
Utilize deep product and industry knowledge while serving as a cross-functional leader
Intermediate or higher Excel and/or GSuites Skills (e.g. vlookups, pivot tables, sumproduct/sumifs functions, etc.)
Excellent interpersonal skills and integrity with strong customer service skills
Additional Information
We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.
Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
PerksWe want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
Vacancy expired!