BeeperMD - AVP - BPO Operations (8-9 yrs)

Position Overview:

- We are seeking an experienced and driven Assistant Vice President (AVP) of BPO Operations to lead our customer service operations.

- This role will be key in overseeing and driving operational excellence, ensuring customer satisfaction, and supporting the strategic growth of BeeperMD's customer service function.

- The AVP will manage the BPO operations team, implement efficient processes, and ensure a seamless customer experience that aligns with BeeperMD's mission and core values.

Key Responsibilities:

- Develop and execute strategic plans to drive operational excellence, improve performance, and enhance customer satisfaction.

- Oversee the day-to-day operations of the Customer Service department, ensuring smooth workflows and timely responses to customer needs.

- Analyze operational data and performance metrics to identify areas for improvement and implement necessary process changes.

- Work with senior leadership to develop and implement long-term strategies for growth, customer retention, and service optimization.

- Lead, mentor, and support a team of BPO professionals, ensuring that they have the resources and guidance necessary to achieve department goals.

- Foster a high-performance culture by setting clear expectations, providing regular feedback, and conducting performance reviews.

- Collaborate with internal teams, including HR and Training, to recruit, onboard, and develop top talent within the customer service team.

- Provide leadership in managing external BPO partnerships, ensuring they align with the company's values and performance goals.

- Design and implement customer service processes that drive customer satisfaction, optimize workflows, and streamline communication between departments.

- Ensure that all customer interactions are handled in a professional, empathetic, and efficient manner that reflects BeeperMD's commitment to high-quality care.

- Identify and implement technology solutions and tools to enhance the customer service experience and improve operational efficiency (e.g, CRM systems, chatbots, analytics tools).

- Lead customer service-related projects, working cross-functionally with other departments such as IT, Marketing, and Product Development to ensure alignment and successful execution.

- Use project management tools and methodologies to ensure projects are delivered on time, within scope, and within budget.

- Report on the progress and outcomes of key initiatives to senior management, highlighting successes and identifying areas for further improvement.

- Leverage data analytics to evaluate customer feedback, monitor key performance indicators (KPIs), and provide insights to the leadership team.

- Regularly review operational metrics, such as response time, issue resolution, customer satisfaction, and cost efficiency, and use this data to optimize processes and team performance.

- Ensure compliance with all relevant regulations and quality standards within the customer service function.

- Develop and maintain strong relationships with customers, ensuring that their concerns are addressed and needs are met promptly.

- Monitor customer satisfaction levels and implement improvements based on feedback to ensure the highest quality of service.

- Act as an escalation point for complex customer issues, resolving them in a timely and effective manner.

Required Skills & Qualifications:

Experience: 8+ years of experience in BPO operations management, with at least 3-5 years in a senior leadership role (preferably in the healthcare, telemedicine, or customer service industry).

Proven experience in managing customer service teams and BPO relationships, with a track record of delivering operational excellence and improving customer satisfaction.

Strong strategic planning and operations management skills, with the ability to execute plans and drive change across a customer service organization.

Strong analytical skills with the ability to translate data and insights into actionable business improvements.

A proven ability to identify and solve complex operational challenges.

Experience in project management, with the ability to manage multiple projects simultaneously while ensuring timely and effective delivery.

Excellent communication and leadership skills, with the ability to motivate and guide cross-functional teams.

Demonstrated ability to work well with senior leadership, external partners, and employees at all levels