This role manages the overall quality of service delivery and daily operations
through relationship management with the BPOs.
This role will focus on driving improvement in delivery management core processes and opportunities, BPO performance and customer satisfaction.
- Act as the main point of contact for the BPO and handle their day-to-day communication and requirements.
- Define, develop, communicate and implement standard operating procedures and best practices for BPO execution.
- Manage client and BPO expectations to ensure implementation and use of services are within the agreed scope and timeframe.
- Manage BPO contract fulfillment from a day-to-day relationship and operational perspective.
- Manage BPO staff onboarding, the proper use of all agent tools and offboarding in alignment with Turnitin’s security requirements.
- Maintain a working knowledge of operational support requirements and expectations, across Turnitin product lines, to support all BPO teams and foster accountability.
- Monitor quality of deliverables according to Turnitin’s expectations and standard operating procedures to ensure that the relevant KPIs are met.
- Manage and supervise BPO performance in alignment with Turnitin’s objectives, adjusting milestones as needed to drive BPO and agent-specific performance.
- Responsible for ensuring appropriate internal escalations are progressed with proactive and effective communication to minimize any impact.
- Focus on improving quality through the use of calibrations, audits, and evaluation of performance scores to maintain operational compliance.
- Lead improvement in BPO new hire and overall team performance through ongoing coaching, feedback, positive recognition, and the implementation of corrective action to course correct.
- Review analytics and reports to address quality, performance and forecast concerns and opportunities.
- Responsible for managing diverse cultural contexts to ensure the successful handling and productivity of all BPO relationships.
- Produce supporting materials, including documentation and template plans for use by internal and external stakeholders involved in assessment delivery and reviewing services.
- Identify and implement new strategies/policies/systems to improve the quality and efficiency of service delivery performance and accuracy.
- Work cross-functionally with our CSMs and Product teams to continually improve performance and drive towards increased self-service and ticket deflection.
