Senior BPO Operations Specialist (Flemish Speaker)

Let’s start with the role

The Senior BPO Operations Specialist is a key member of the BPO team, responsible for overseeing day-to-day operations, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met, and delivering exceptional customer experiences. Serving as a liaison between clients, teams, and management, the Senior BPO Operations Specialist handles escalations, monitors performance, and drives process improvements.

As a Senior BPO Operations Specialist you will:

• Update the daily metrics file with the previous day's CSAT results;
• Update the promoters' analysis file with the previous day’s Promoters communications;
• Update the files for the weekly CSAT performance of the agents and the Hubs;
• Create the team’s weekly report;
• Analyse the promoter communications to assess controllability and criticality;
• Ensure BPOs meet companies targets by taking all necessary actions;
• Analyse the detractor communications to identify trends and opportunities for improvement;
• Escalate the critical/highly critical communications to the internal QC and/or BKO team;
• Provide Live Support to BPOs through our operational channels;
• Offer on-site Support to BPOs (travelling may be required based on BPO location); 
• Keep track of the Outlier’s Performance and provide feedback on negative trends;
• Create and update FAQ materials for BPOs to ensure easy access to information;
• Suggest improvements or corrections for our knowledge base (KB), Help Center (HC) and site content;
• Create EFM tickets to address bottlenecks in our operations;
• Share operational improvement ideas with team management to boost performance;
• Communicate with internal stakeholders to ensure best practices are maintained;
• Calibrate with internal QC analysts on operational processes and procedures;
• Coordinate with internal Trainers about Training material; 
• Participate in calibration meetings between our internal and the external QC analysts;
• Review the performance results of the internal teams, after process changes are implemented.

What you will bring:

• 4-5 years of experience in a BPO or contact center environment;
• Strong understanding of all CS processes and functionalities;
• Strong numerical skills with high exposure to numbers and ability to understand and track CS related KPIs;
• Hands-on experience in process optimization, quality control, and adherence to SLAs (Service Level Agreements);
• Excellent Communication skills, both verbal and written;
• A Customer-Centric Approach and attention to detail;
• Willingness to travel as the role may require occasional face-to-face meetings with Stakeholders;
• Proficiency in English & Flemish.