BPO Specialist (Remote)

ezCater, Inc•Boston, MA

3d•$57,000 - $67,000•Remote

About The Position

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille. As a BPO Specialist on the Outsource Operations team, you will support the day-to-day operations of our BPO programs. You will own roster accuracy, serve as the primary operational bridge between ezCater and our BPO partners, and coordinate closely with WFM and IT to keep our operation running smoothly.

Requirements

2–3 years of experience in a contact center, workforce management, or operations coordination role, ideally working directly with a BPO provider or within a BPO environment.
Hands-on experience with roster and schedule management (headcount tracking, shifts, queues/skills, PTO/leaves) in a customer service or contact center setting.
Strong Excel/Google Sheets skills with the ability to design and improve trackers, build simple automations (formulas, pivot tables, lookups, conditional logic), and streamline reporting workflows—not just maintain existing spreadsheets—to support day-to-day decision-making and operational efficiency.
Familiarity with contact center tools such as CRM platforms, WFM systems (e.g., NICE/IEX), and ticketing or incident tools; comfortable learning new systems quickly.
Excellent communication and coordination skills, with the ability to clearly summarize issues, document changes, follow up on open items, and keep multiple stakeholders aligned across internal teams and BPO partners.
High attention to detail and organization, with a focus on data accuracy, timely updates, and consistency across rosters, trackers, and documentation.
Ability to thrive in a fast-paced, dynamic environment, prioritize effectively, and handle frequent changes to schedules, headcount, and operational priorities.
A collaborative, solution-oriented mindset, with a willingness to dive into the details, follow through on action items, and support both internal and external teams in achieving operational goals.
Comfort working with remote, distributed teams and multiple time zones, adapting communication and follow-ups to ensure coverage and continuity.

Responsibilities

Maintain accurate BPO rosters: Own and maintain daily and weekly rosters for all BPO programs, including headcount, schedules, skills/queues, nesting status, PTO, leaves, and other staffing changes, ensuring all sources of truth are up to date and aligned.
Serve as primary liaison with WFM teams: Act as the main point of contact between ezCater’s internal WFM team and our BPO WFM teams, sharing roster updates, staffing changes, and intraday adjustments to ensure coverage meets forecast and service goals.
Coordinate with IT for BPO needs: Be the primary liaison between BPO partners and internal IT for access requests, tool provisioning/deprovisioning, incident escalation, and follow-up, ensuring timely resolution and clear, documented communication.
Support day-to-day operations: Monitor queues, dashboards, and performance indicators throughout the day; flag risks or anomalies, and coordinate with WFM and BPO leadership on actions such as OT/VTO, schedule adjustments, and channel routing changes.
Maintain operational documentation: Maintain and update distribution lists, contact matrices, onboarding/offboarding checklists, process guides, and runbooks related to BPO operations, ensuring stakeholders always have current and consistent information.
Assist with reporting and tracking: Pull and maintain recurring operational reports and trackers (e.g., headcount, schedule adherence, shrinkage, incident logs), validating data accuracy and highlighting trends, risks, and follow-ups for the Outsourcing Services leadership team.
Log and track issues to resolution: Document access issues, tooling problems, and operational gaps raised by BPO teams; ensure they are triaged to the right owners (IT, WFM, Product, CS Ops) and followed through to closure.
Support change management, communication, and process automation: Coordinate day-to-day logistics for changes impacting BPO (process updates, tool changes, policy shifts), including communicating details, confirming readiness, tracking completion, and collecting feedback from partners, while continuously looking for ways to streamline communication flows and automate or templatize recurring operational tasks within your areas of responsibility.
Partner with stakeholders: Collaborate closely with internal CS leadership, WFM, QA, Training, and BPO counterparts to ensure that day-to-day operations run smoothly and that escalations, issues, and questions are routed and resolved efficiently.

Benefits

Market competitive salary
stock options that you’ll help make worth a lot
12 paid holidays
flexible PTO
401K with ezCater match
health/dental/FSA
long-term disability insurance
mental health and family planning resources
remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office
a tremendous amount of responsibility and autonomy
wicked awesome co-workers
Relish (and many more goodies) when you’re in our office
knowing that you helped transform the food for work space