Rent The Runway

Manager

• Own our BPO program and act as the main point of contact, ensuring seamless alignment between internal and outsourced team
• Maintain the highest level of service by monitoring and reporting against key metrics (SLAs, contacts per hour, quality scores, CSAT, etc.) and partnering with stakeholders and cross-functional teams to drive performance improvements and implement process updates
• Leverage operational insights, best practices, and reporting to identify gaps, draw out themes/trends to drive continuous improvement across our total operation
• Travel as needed to outsourcing site(s), estimated 2-3 times a year
• Partner with CSMs and BPO leadership to make improvements
• Join weekly, monthly and quarterly business reviews and workforce management calls.
• Support workforce management (WFM) for onshore and offshore organizations to ensure accurate labor planning, forecasting and more, which optimize and reduce CX costs.
• Identify gaps where we’re over and under, finding creative ways to adjust shifts
• Ensure agents are where they are scheduled to be, ensuring accountability and adherence
• Oversee the scheduling creation for the onshore organization and partner with the offshore organization to supplement accordingly
• Support Sr. Leadership with the rest of the CX initiatives as needed
• Support additional programs, projects and key results that improve the customer experience and drive retention and growth
• Support the success of the onshore department by answering questions, monitoring adherence and more
• Support and assist with the implementation of AI tools

Manager, CX BPO, WFM & Programs