Overview:
The Manager of BPO's will be operating and involving management of Vendor contracts of all Customer Services and Telesales Operations across geography(S) for the company.
The position collaborates with the supplier and a variety of internal departments to develop and integrate strategies, action plans and customer-focused processes to support key business objectives.
It ensures the delivery of high quality, efficient and cost-effective customer service and a telesales operation.
The Manager will be responsible for leading and managing a team of Individual contributors supporting various aspects of Vendor Life cycle management from Project Implementation, Set up, Operational and financial reporting and Process re-engineering.
**Responsibilities**:
- Primarily responsible for ensuring and influencing the supplier to deliver a premier customer experience for all customer contacts and meet all Key Performance metrics per the contractual agreement.
- Point of contact and delivery for driving supplier involvement and partnership on Key strategic initiatives and Contractual obligations
- Partner with supplier and internal team to ensure all key metrics are delivered
- Responsible for multiple Supplier performance ratings and facilitation of Quarterly Business Reviews & Performance improvement initiatives.
- Ensure department compliance with all applicable industry regulations and internal Quality Management Systems guidelines.
- Lead or participate on work teams that identify and execute plans that result in new or improved operations programs.
- Minimum 6-10 Years of work experience in Call Center environment and preferably with 2-3 years of Project Management at Client Side or has worked as a Relationship Manager or in a BPO industry.Qualifications:
- This position requires 4+ yrs of experience in inbound and/or outbound sales and Customer Service call center management preferable with experience in Financial Institutions.
- Sound Knowledge on Call Forecast, WFM, Split Shift Design & Call Center Technology is mandatory Knowledge on concepts interacting with CRM.
- Extensive experience building and managing call centers agents is required
- Experience in telesales and Customer Service
- Knowledge of U.S. industry regulations.
TCPA desired.
- Previous experience with Ramp up and Ramp down processes.
- Proven customer service skills, sales experience and leadership ability
- Sound decision making skills, drive and desire to succeed
- Strong organizational and interpersonal skills
- Ability to create excellent and efficient systems and processes
- High attention to detail
- Ability to innovate independently
- Proven record of thought leadership
- Strong motivation, high level of commitment and excellent teamwork skills
- Ability to prioritize, manage multiple projects and meet deadlines without fail
- Excellent written and verbal communication skillsPresentation skills
- Proven experience successfully managing analytically rigorous corporate initiative
- Proficiency in Word, Excel, PowerPoint, and Outlook.
- English and Spanish fluency is a MUST.
- Excellent communication skills
- Project Management experience preferable#LI-SG1
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Company Overview:
**ABOUT OPORTUN**
Oportun (Nasdaq: OPRT) is a financial services company and digital platform that provides responsible consumer credit to hardworking people in the United States.
Using A.I.driven models that are built on years of proprietary customer insights and billions of unique data points, we have extended millions of loans and billions of dollars in affordable credit to consumers, the majority of whom live in low-and moderate-income communities.
Since about half of our new customers come to Oportun without a FICO score, we play a key role in the communities we serve by being able to offer them an affordable and credit-building alternative to payday and auto title lenders.
In recognition of our responsibly designed products which help consumers build their credit history, Oportun has been certified as a Community Development Financial Institution (CDFI) since 2009.
With headquarters in California and a remote-first corporate culture, our 3,000+ team members work in Oportun locations and remotely throughout the United States, Mexico, and India.
Our global operations include our Mexico contact centers and administrative offices, our India technology development center, and our US corporate, technology, and retail operations.
We feel privileged to have been named a "Top Workplace" by the Bay Area News Group for three years running, one of Fast Company's Most Innovative Companies in the World for 2020 and recognized as a TIME Magazine 2018 Genius Company for our impact in helping to reinvent the future of lending.
For the last three consecutive years, we have been titled Top Workplace by the Bay Area News Group.
**WORKING AT OPORTUN**
Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse,