Job Description

The Contact Center BPO Specialist is responsible for supporting our digital customers (Chat, messaging, & social media)  and helping to ensure the fulfillment of SimpliSafe’s mission, vision, values through: 

• Facilitation and management of assigned BPO KPI performance 
• Effective communication both verbally and in writing
• Staffing delivery oversight and performance  
• Financial performance oversight
• Change management and BPO partner engagement 

You will also support SimpliSafe project teams and key internal stakeholders as needed.

What You’ll Do

• Facilitation and Management of Assigned BPO KPI performance 
• Prepare and participate in all business review meetings for assigned BPO 
• Review KPI performance with BPOs regularly & partner with BPOs and LOB leaders to address underperformance 
• Work with BPOs to analyze root cause of performance issues and create realistic mitigation plans 
• Accountable for resolution and communication of any specific customer issues as requested 
• Consistently monitor customer experience though call listening and digital media reviews 
• Remove any roadblocks to BPO performance through research and feedback 
• Effective communication both verbally and in writing
• Facilitate timely communication between BPOs and SimpliSafe
• Partner with WFM, analysts, and engineers in both organizations to provide any data or reports needed more effectively operate the business 
• Make sure assigned BPO / LOB has the most up to date information at all times 
• Find ways to optimize information delivery by automating data deliver where possible  
• Staffing delivery oversight and performance  
• Partner with SimpliSafe WFM and all other stakeholders to ensure all parties understand current staffing intent and tactics 
• Review hours delivered vs hours requested weekly to make sure BPOs meet requirements. Notify director and key stakeholders of any changes 
• Ensure all parties are aware of and respect the contractual relationships   
• Fully understand assigned BPO staffing routines serve as SS SME on assigned BPO staffing routines   
• Work with key stakeholders to improve staffing routines 
• Engage with director and other stakeholders in optimizing long term staffing planning 

• Financial performance oversight
  • Audit invoices for assigned BPO prior to submission
  • Validate billable hour details and any other charges vs plan  
  • Communicate any deviations from budget or apparent anomalies to BPO Director in a timely manner 
  • Work with BPOs, Director, LOB leaders & WFM to anticipate any budget variances to ensure no surprises vs AOP
  • Ensure any variations from plan are approved in a timely manner
• Change management and BPO partner engagement  
  • Partner with internal SimpliSafe stakeholders and assigned BPO to facilitate any process or strategy changes 
  • Support change management for SOWs & amendments by researching, validating and documenting changes  
  • Execute any change requests as needed 
  • Monitor BPO reaction and adoption of any changes notify director and key stakeholders of any concerns 
  • Be a change champion and cultural ambassador between BPO and SimpliSafe to encourage an aligned and cohesive working team

What You’ll Need to be successful

• Great communication skills both verbal and written
• Passion for our mission, vision and values 
• A sense of urgency, and a result-oriented attitude balanced by integrity and  the desire to always do the right thing
• Strong attention to detail, time management and organizational skills
• Advanced MS Excel skills 
• Advanced Google Productivity skills a Plus (Google Sheets, Docs, & Slides)
• Ability to multi-task and work in a fast-paced, high-volume environment
• A self motivated problem solver who takes the initiative to analyze problems then develop and implement efficient, creative solutions
• Ability to influence at all levels 
• Proactive KPI performance management 
• Ability to think independently, and proactively recognize and prioritize efforts to mitigate any issues that may arise 
• Team player, who thrives in a matrixed environment 
• A positive people focused attitude, and ability to adapt quickly to changing priorities
• Willingness & ability to travel internationally (25% travel)
• 5+ years customer service experience
• Experience with Sprinklr digital platform a plus 
• 3+ years of vendor management experience preferred

What Values You’ll Share:

• Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
• Aim High - Always challenging oneself and others to raise the bar. 
• No Ego - “no job too small” attitude, and open, inclusive and humble style.
• One Team - highly collaborative approach to achieving success.
• Lift As We Climb - A track record of investing in developing others and helping others succeed.
• Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

If based in VA, must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [email protected].