AISalesforceCRMLeadershipChange ManagementCommunicationRemote Work
About this role
Role Overview
Performance Fanatic: You don’t sit around and wait for things to happen. You strategize, plan, and monitor a path to operational success based on the right data.
BPO Vendor Management: Manage the operational success of multiple programs across multiple products through building and maintaining effective relationships with operational BPO site leadership
Performance Analysis & Reporting: Monitor and analyze contact center data (KPIs, metrics) to identify trends and areas for improvement.
Process Optimization: Identify gaps, develop and implement sustainable and scalable solutions to enhance operational efficiency, workflows, and customer satisfaction.
Quality Assurance & Compliance: Define what great looks like and collaborate with QA and Complaints teams to ensure adherence to quality standards and compliance requirements.
Technology Implementation: Utilize and drive enhancements through new tooling and AI solutions across our telephony, IVR and CRM system to improve agent efficiency and effectiveness
Leadership & Coaching: Motivate staff, provide coaching, and influence positive outcomes to cultivate a high-performing culture.
Escalation Management: Resolve complex customer issues during moments of truth.
Cardholder Experience Optimization: Foster strong relationships with key Program stakeholders to collaborate on enhancing cardholder experience through sharing expertise, CSAT/QA results and data drive operational efficiencies
Change Management: Central role to new program launches and existing program refreshes
Marqeta Culture Carrier: Champion culture cross-functionally through actively embodying Marqeta values, enhancing engagement, and facilitating culture-building activities
Requirements
7+ years of Customer Support Operations with equivalent years of experience in BPO industry or management of BPOs
Strong communication skills (interpersonal, verbal, presentation, written, email) and track record of creating and executing strategic operational efficiencies
Demonstrated ability to drive customer satisfaction and experience using people, processes or technology to deliver exception outcomes
Proven ability to influence and manage stakeholders (internal and external) to achieve positive outcomes
Experience using data to drive insights and recommend changes for improvement
Strong technical aptitude including Google Suite, Salesforce, Slack and contact center telephony systems (ex. Amazon Connect)
Familiarity and first-hand knowledge in fintech, banking or payments
Positive attitude, team player, adaptable, and resourceful
Detail-oriented, organized, and adept at managing competing priorities
Exercises sound judgement and decision-making across diverse scenarios
Ability to travel globally
Benefits
Multiple health insurance options
Flexible time off – take what you need
Retirement savings program with company contribution and after tax contributions
Equity in a publicly-traded company and an Employee Stock Purchase Program
Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave
Free therapy sessions, financial and professional coaching, and legal advice
Monthly stipend to support our remote work model
Annual “development dollars” to support our people growth and development
Through Flex First, the freedom to live and work wherever you and your family thrive