Senior Specialist, BPO Operations Excellence
New
W
Wealthsimple TechnologiesFintech
Remote (Canada)Full-TimeSenior
Salary88,000 - 110,000 CAD per year
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Job Details
- Experience
- 7+ years of contact centre experience with at least 4+ years specifically overseeing BPO/Vendor relationships
- Required Skills
- Data Analysis
Requirements
- 7+ years of contact centre experience.
- 4+ years of experience overseeing BPO/Vendor relationships.
- Robust knowledge of Workforce Management (WFM) fundamentals.
- Strong analytical skills and data-driven mindset.
- Exceptional verbal and written communication skills.
- Experience in scaling operations in a multi-site environment.
- Self-directed and action-oriented work style.
- Experience in Fintech, Banking, or regulated environments (Nice to have).
- Experience with AI/automation (Nice to have).
Responsibilities
- Partner daily with BPO leadership to own performance rhythms.
- Monitor service level adherence, quality, CSAT, and handle time.
- Diagnose root causes for performance gaps and implement solutions.
- Lead operational reviews and continuous improvement initiatives.
- Serve as the primary operational liaison for BPO vendors.
- Translate performance data into narratives for senior leadership.
- Synthesize feedback for Product, R&D, and Engineering teams.
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