BPO Operations Analyst - Remote (EST)
About The Position
Are you looking to accelerate your career without having to hide your authentic self - a place where you can be you? A career that’s making a bigger impact on the world? At OneDigital, we are on a mission to help people do their best work and live their best lives. From the services we offer to the way we show up for each other each day, we are fueling dreams, achieving big goals, and embracing each other’s truest selves. We understand that pursuing a new job is a big deal. Maybe you’re afraid you won’t fit in. Well, here’s the good news. For us, the days of “fit in to get in” are over and being different is not a barrier to getting ahead. Greatness comes in all shapes, sizes, colors, and experience levels. If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, give us a shot. Your best life awaits. Must be eligible to work in the United States without the need for work visa or residency sponsorship. Our Newest Opportunity: Summary: The BPO Operations Analyst serves as a consultant with OneDigital field offices, national practices and with other corporate functions who use BPO services. The role is responsible for helping to drive BPO program alignment with organizational goals by supporting and improving individual BPO engagement efficiency and effectiveness. The BPO Operations Analyst plays a pivotal role in ensuring operational excellence by working with OneDigital business process owners and their BPO partners to troubleshoot and to solve issues within existing BPO engagements and to streamline, automate and otherwise continuously increase value and internal stakeholder satisfaction. This individual must thrive in a fast-paced environment and find energy in collaborating with others to solve complex operations challenges.
Requirements
- Detailed, “hands on” experience with BPO solution design, transition planning and ongoing BPO operations
- Strong communication skills including written, verbal, and listening, with a demonstrated ability to effectively communicate with executive level internal clients and stakeholders.
- Ability to establish and maintain collaborative working relationships with all levels of internal and BPO personnel
- Empathetic, positive attitude with the drive to uphold OneDigital’s Shared Values (optimistic, personable, relentless, innovative, responsive, trustworthy, strategic)
- Results-driven mentality, with a bias for speed and action
- Strong attention to detail and organizational skills to create order and process where such discipline did not previously exist
- Critical thinking to assess and compare the value of multiple BPO solution options or approaches
- Ability to thrive in fast-paced environment.
- Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook) & Teams
- Bachelor's Degree required
- 3+ years in BPO operations required
Nice To Haves
- Experience evaluating BPO engagement performance and managing vendor partners to contracted SLAs strongly preferred
- Experience capturing and tracking BPO engagement performance, value, and efficiency metrics strongly preferred
- Experience in the employee benefits or insurance brokerage industry preferred
- Experience in project management preferred
Responsibilities
- BPO Engagement Oversight and Management: Actively participate in BPO Monthly Status and Quarterly Business Review meetings.
- Analyze engagement performance to ensure adherence to contractual service level agreement metrics and other process performance expectations
- Help OneDigital field offices, national practices and corporate functions manage their ongoing BPO relationships, engagement performance and business results
- Serve as primary point of contact for field offices, national practices and corporate functions as it relates to fielding requests for assistance within existing BPO engagements: Oversee and conduct information gathering
- Perform troubleshooting of root cause issues in cooperation with internal stakeholders and BPO delivery leads
- Facilitate BPO solution design, planning and implementation
- Track and report on solution success
- Identify process improvement, streamlining and/or automation opportunities, whether enabled by OneDigital tools or platforms or by partner tools or platforms.
- Build and use basic CBA justification for internal stakeholder approval.
- Oversee implementation to confirm expected results are achieved.
- Project Management & Special Initiatives Act as project manager for special initiatives assigned by the BPO Program Manager, ensuring deliverables are completed on time and aligned with strategic goals.
- Conduct independent research, analyze data, and present findings that inform leadership decisions.
- Assist with BPO contractor onboarding and compliance to mandatory, annual refresher training.
- Program Performance Reporting Design and manage processes to capture, track and report on BPO engagements, program savings & benefits
- Support Marketing and Program Growth Document field office, national practice and corporate function engagement case studies
- Develop and post BPO-related content to the OneDigital internal portal pages
- Coordinate amongst field offices, national practices and corporate functions to exchange BPO learnings
- Work with the BPO Program Manager, field, national practice and corporate function leaders to identify opportunities for expansion of BPO adoption
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
