Overview
USD 30.00 - 30.00 per hour
Full Time
Skills
Customer Experience
Operational Excellence
Partner Relationship Management
Performance Tuning
Collaboration
Quality Assurance
Service Delivery
Continuous Improvement
Strategic Alliance
Management
Conflict Resolution
Problem Solving
Facilitation
Change Management
Communication
Leadership
Swift
Call Center
Job Details
Description
Job Title: Senior Associate, BPO Operations
Job Overview:
As a Senior Associate in BPO Operations, you'll be the critical bridge between client and our vendor partners, directly impacting the exceptional client experience that we aspire to. Within our small but mighty team of maker-owners, you'll drive operational excellence through performance optimization, strategic problem-solving, and collaborative partnership management. You'll own complex operational challenges while ensuring our BPO vendors consistently deliver fast, frictionless, and trustworthy client experiences. Your expertise will directly influence daily operations affecting thousands of client interactions, making you an essential contributor to our client-obsessed team.
What You'll Get Up To:
Performance Optimization: Monitor daily BPO performance across multiple lines of business, identify concerning trends, and collaborate with vendors to implement immediate corrective actions.
Operational Intelligence: Provide performance summaries and insights, translating complex operational data into actionable recommendations for senior leadership.
Quality Assurance: Participate in calibration reviews and CSAT analysis to assess agent proficiency, identify gaps in service delivery, and drive continuous improvement initiatives.
Strategic Partnership Management: Build and maintain deep relationships with vendor points of contact, ensuring alignment on performance expectations, collaborative problem-solving, and iterative operational improvements.
Facilitating Feedback: Monitor and flag corrective actions between client and vendor teams to ensure all team members are following best practices.
Change Management: Proactively prepare agents and vendor teams for operational changes, ensuring enablement resources and communication support smooth transitions.
Incident Leadership: Lead rapid response efforts during operational disruptions, coordinating between vendor teams and internal stakeholders to minimize client impact and ensure swift resolution.
Skills
BPO, call center, vendor performance, vendor
Top Skills Details
BPO, call center, vendor performance, vendor
Experience Level
Entry Level
Job Type & Location
This is a Contract position based out of Toronto, ON.
Pay and Benefits
The pay range for this position is $30.00 - $30.00/hr.
Workplace Type
This is a fully remote position.
propos de TEKsystems et TEKsystems Global Services
Nous sommes un fournisseur de services aux entreprises et de technologies. Nous acclrons la transformation de nos clients. Notre comptence en stratgie, conception, excution et oprations libre la valeur de l'entreprise par un ventail de solutions. Nous sommes une quipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amrique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacits full-stack et notre rythme. Nous sommes des penseurs stratgiques, des collaborateurs pratiques qui aident les clients exploiter le changement et matriser le dynamisme de la technologie. Nous btissons le futur en livrant les rsultats et en crant un impact positif dans nos communauts mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d'Allegis Group. Dcouvrez d'autres informations TEKsystems.com.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Job Title: Senior Associate, BPO Operations
Job Overview:
As a Senior Associate in BPO Operations, you'll be the critical bridge between client and our vendor partners, directly impacting the exceptional client experience that we aspire to. Within our small but mighty team of maker-owners, you'll drive operational excellence through performance optimization, strategic problem-solving, and collaborative partnership management. You'll own complex operational challenges while ensuring our BPO vendors consistently deliver fast, frictionless, and trustworthy client experiences. Your expertise will directly influence daily operations affecting thousands of client interactions, making you an essential contributor to our client-obsessed team.
What You'll Get Up To:
Performance Optimization: Monitor daily BPO performance across multiple lines of business, identify concerning trends, and collaborate with vendors to implement immediate corrective actions.
Operational Intelligence: Provide performance summaries and insights, translating complex operational data into actionable recommendations for senior leadership.
Quality Assurance: Participate in calibration reviews and CSAT analysis to assess agent proficiency, identify gaps in service delivery, and drive continuous improvement initiatives.
Strategic Partnership Management: Build and maintain deep relationships with vendor points of contact, ensuring alignment on performance expectations, collaborative problem-solving, and iterative operational improvements.
Facilitating Feedback: Monitor and flag corrective actions between client and vendor teams to ensure all team members are following best practices.
Change Management: Proactively prepare agents and vendor teams for operational changes, ensuring enablement resources and communication support smooth transitions.
Incident Leadership: Lead rapid response efforts during operational disruptions, coordinating between vendor teams and internal stakeholders to minimize client impact and ensure swift resolution.
Skills
BPO, call center, vendor performance, vendor
Top Skills Details
BPO, call center, vendor performance, vendor
Experience Level
Entry Level
Job Type & Location
This is a Contract position based out of Toronto, ON.
Pay and Benefits
The pay range for this position is $30.00 - $30.00/hr.
Workplace Type
This is a fully remote position.
propos de TEKsystems et TEKsystems Global Services
Nous sommes un fournisseur de services aux entreprises et de technologies. Nous acclrons la transformation de nos clients. Notre comptence en stratgie, conception, excution et oprations libre la valeur de l'entreprise par un ventail de solutions. Nous sommes une quipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amrique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacits full-stack et notre rythme. Nous sommes des penseurs stratgiques, des collaborateurs pratiques qui aident les clients exploiter le changement et matriser le dynamisme de la technologie. Nous btissons le futur en livrant les rsultats et en crant un impact positif dans nos communauts mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d'Allegis Group. Dcouvrez d'autres informations TEKsystems.com.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.