As the Senior Manager, Global CX Service Delivery (Workforce Management & BPO), you will lead and optimize contact center operations, focusing on both strategic BPO partnerships and workforce planning excellence. This role requires managing performance across chat, voice, and email channels, and ensuring adequate staffing through robust capacity planning processes. You will drive operational efficiency by leveraging data, fostering strong vendor relationships, and mentoring a high-performing team.
Senior Manager, CX Downstream Service Delivery
- Act as the Subject Matter Expert (SME) on BPO relationships, managing contractual obligations and performance for various 3rd parties and shared services centers across the world
- You will manage partner performance with accountability for key contact center metrics including: Cost, SLAs, AHT, CSAT, NPS, quality, retention and similar performance indicators.
- Serve as main point of contact for vendor escalations and identify real and potential problems, provide resolutions, alternate solutions, and risk mitigation plans
- Hold partners accountable to established contract terms and negotiate vendor contracts to align goals and establish clear performance benchmarks.
- Evaluate performance and proactively provide feedback to vendors to increase customer satisfaction
- Audit BPO invoices to ensure accuracy and facilitate payment
- Communicate tasks, decisions, and processes in terms of the big picture and cross-departmental impacts to vendors effectively
- Ensure cross channel quality through both remote monitoring and regular on-site visits to establish consistency of the HelloFresh culture and brand expectations
- Institute best practices by conducting process reviews and memorializing process improvements via documentation
Workforce Planning & Steering
- Lead capacity planning, forecasting call volumes, and determining staffing needs based on historical trends and business projections.
- Optimize resource allocation to meet service-level targets while ensuring peak-hour coverage.
- Monitor real-time performance and adjust strategies as needed to maintain service levels.
- Utilize workforce management tools such as GenesysCloud WFM for reporting and analysis.
Cross-functional Collaboration & Leadership
- Partner with Operations, Training, and Quality Assurance teams to implement process improvements.
- Develop and maintain schedules, ensuring operational efficiency across local and BPO teams.
- Mentor and train a team of workforce and real-time analysis specialists.
- Foster consistency in HelloFresh’s culture and brand expectations through regular site visits and remote monitoring.
Continuous Improvement
- Establish and document best practices for process reviews and operational improvements.w
- Drive a mindset of continuous improvement across the customer care function.
You are…
- Customer experience obsessed and have an absolute passion for ensuring a great customer experience with every contact.
- A “Foodie”- fanatical about food!
- Exceptionally strong written and verbal communication skills
- Vocal when conveying a clear vision, goals and expectations
- Ability to succeed in an ambiguous environment where change is welcomed
- Absolutely passionate about ensuring a great customer experience with every contact
- Impeccable with your attention to detail, time management, and organization
- A creator of positive momentum and achieves desired results
You have...
- Education: Bachelor’s degree required.
- Experience: 5+ years in shared services / call center management, workforce management, vendor relations, and / or customer service operations at management levels
- Proven expertise in workforce management software; GenesysCloud WFM knowledge is a plus.
- Skilled in analyzing data and creating actionable insights using tools like Tableau or PowerBI.
- Strong leadership, communication, and problem-solving skills.
You’ll get…
- Competitive salary, 401k with company match that vests immediately upon participation, and company equity plan based on role
- Generous PTO, including sabbatical, and parental leave of up to 16 weeks
- Comprehensive health and wellness benefits with options at $0 monthly, effective first day of employment
- Tuition reimbursement for continuing education
- Up to 75% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, and Factor_)
- Access to 7 different Employee Resource Groups (ERGs) including those for BIPOC, women, veterans, parents, and LGBTQ+
- Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain
This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.
New York Pay Range
$116,250—$155,000 USD