- Company Name
- COURIR
- Job Title
- Coordinateur Outsourceur - F/H
- Job Description
-
**Job Title**
Outsource Coordinator – BPO
**Role Summary**
Coordinate the external BPO partner to deliver flawless, omnichannel client experience. Drive day‑to‑day service quality, manage performance metrics, align tone and brand consistency, and lead continuous improvement initiatives across email, chat, and phone channels.
**Expectations**
- 5–7 years of BPO or contact‑center leadership experience, preferably in retail, e‑commerce, or specialty distribution.
- Proven track record managing external partners, monitoring SLA, productivity, quality, and NPS.
- Ability to travel abroad (≈1 week/month).
- Strong analytical, decision‑making, and collaborative leadership skills.
**Key Responsibilities**
1. **Operational Leadership** – Run daily BPO operations: quality, volume, staff productivity, and engagement.
2. **Performance Monitoring** – Track SLA, productivity, satisfaction, and quality KPIs; challenge schedules, staffing, and training plans.
3. **On‑Site Presence** – Visit site regularly to coach teams and ensure brand alignment.
4. **Recruitment & Upskilling** – Participate in hiring and skill‑development of outsourced staff.
5. **Quality Collaboration** – Work with Quality & Satisfaction Coordinator on NPS calibration and performance.
6. **Complex Case Management** – Partner with internal Service‑Client Lead on high‑tier (N3) issues.
7. **Continuous Improvement** – Identify client pain points, design action plans with internal/external stakeholders.
8. **Process Modernisation** – Contribute to tools and process upgrades (new ticketing, AI, self‑service).
**Required Skills**
- BPO/Contact center management.
- Multi‑channel experience (email, chat, phone).
- Proficient with service‑desk tools: Easiware, Zendesk, Salesforce Service Cloud (or equivalent).
- KPI‑driven mindset: SLA, QA, NPS.
- Data‑analysis and data‑driven decision making.
- Agile, collaborative leadership; ability to mobilise remote teams.
- Field‑oriented improvement mindset with a passion for operational excellence.
**Required Education & Certifications**
- Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
- Relevant certifications (e.g., Certified Contact Center Professional, or equivalent) preferred but not mandatory.