BPO Strategic Liaison

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1+62 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a BPO Strategic Liaison

CB2 is transforming the perception of home design for today's modern consumer. Born out of Crate and Barrel, CB2 is committed to high-quality, sophisticated design at an approachable price. Located in downtown Chicago, CB2 offers an engaging, collaborative work environment. If you're creative, team spirited and have a passion for modern design, then join the team as a BPO Strategic Liaison

A day in the life as a BPO Strategic Liaison
• Alongside the Senior Manager, Workforce and BPO - Serve as the primary point of contact for all BPO-related communication between our company and our BPO partners.
• Champions a sense of teamwork and collaboration between the BPO and inhouse teams.
• Develop strong working relationships with BPO leadership and support teams.
• Proactively identify potential issues and develop solutions to prevent service disruptions.
• Work closely with the management team to provide feedback and identify opportunities for improvement to customer service levels and operational process efficiencies.
• Monitor BPO performance against agreed-upon Service Level Agreements (SLAs).
• Analyze BPO performance metrics and identify areas for improvement.
• Collaborate with the BPO team to develop and implement quality improvement initiatives.
• Play an integral role in the Quality Assurance monitoring and calibration process.
• Conduct regular audits and reviews to ensure BPO adherence to company standards and best practices.
• Manage brand Engagement in all areas including, onboarding, training, cultural differences, product knowledge and language shortcomings.
• Support team by performing all customer facing services, such as, answering customer questions, resolving complex or escalated customer service issues, entering orders, providing product solutions, providing gift registry and delivery support through phone, email, chat and social media channels
• Perform other duties, as assigned.

What You’ll Bring To The Table…
• Strong understanding of Customer Service operations and best practices.
• Experience and understanding of BPO operations and environments
• Proficiency with Excel
• Adept at managing multiple priorities and tasks in a fast-paced environment
• Strong written and verbal communication skills with the ability to drive and effectively communicate change
• Communication and interpersonal skills
• Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
• Ability to motivate and lead through tactical leadership built from strategic vision.
• Strong ability to analyze call trends and take appropriate action
• Schedule Requirements match that of Care Center Supervisors includes 1 weekend day and evenings
• Ability to travel. Up to 10% international travel required

We’d love to hear from you if you have…
• 3+ years previous Contact Center or Customer Service experience
• Previous BPO experience preferred
• High school diploma/GED or equivalent Read more