OPERATIONS SPECIALIST (CALL CENTRE OPS, BPO, PRODUCT SUPPORT):

On behalf of our Professional Services client, Procom is searching for an Operations Specialist (Call Centre Ops, BPO, Product Support) for a 12 month contract role. This position is a hybrid position with 2 days onsite at our client’s Toronto office.

OPERATIONS SPECIALIST (CALL CENTRE OPS, BPO, PRODUCT SUPPORT) - JOB DESCRIPTION:

The Operations Specialist will focus on enhancing product support operations within a dynamic call centre environment. This role involves monitoring customer support performance, providing strategic insights, and leading initiatives to improve service delivery across various customer segments and products.

OPERATIONS SPECIALIST (CALL CENTRE OPS, BPO, PRODUCT SUPPORT) - MANDATORY SKILLS:

• 3+ years experience in a contact centre operations or performance management role
• Experience in Contact Centre Ops, including BPO and vendor management
• Proficiency in performance monitoring and reporting
• Skills in root cause analysis and process improvement
• Experience in forecasting and capacity planning
• Expertise in budget and ROI analysis
• Strong customer experience optimization skills

OPERATIONS SPECIALIST (CALL CENTRE OPS, BPO, PRODUCT SUPPORT) – NICE-TO-HAVE SKILLS:

• Global market experience
• Experience with Salesforce CRM
• Familiarity with Qlik Sense
• Experience with Tableau
• Proficiency in Google Suite and Slack

• Focus on product support operations
• Proactively monitor the overall performance of customer support and services delivered to our customers across customer segments, products, and experiments
• Provide regular ‘health of the business’ updates to senior stakeholders, including preparation and leadership of the weekly (CA/LATAM) CS business review
• Attend internal and external WBRs, MBRs, and QBRs to gain insights into outsourced BPO site performance
• Initiate data-driven analysis into the root cause of performance drops
• Oversee the development and execution of action plans to improve performance
• Lead escalations to senior management when performance is at risk
• Analyze customer experiences and deliver data-backed insights and recommendations
• Design business continuity plans for outsourced support and services
• Partner with CX, Commercial, and Programme Management teams to operationalize experiments and change/improvement initiatives
• Conduct focus groups and remote call listening with frontline outsource teams
• Engage with Customer Success stakeholders to address customer experience pain points
• Partner with capacity planning and forecasting teams to ensure accurate forecasting
• Manage the budget for outsourced support and services
• Forecast budget implications of new services or experiments
• Create business cases to transition experiments into full production
• Perform industry and competitor benchmarking of contact centre operations