Drive operational excellence at Wealthsimple as a Senior Specialist in BPO Operations, fully remote within Canada. Help clients achieve financial freedom by optimizing contact centre performance.
In this role, you'll enhance multi-site operations and ensure seamless client interactions across BPO partnerships in Canada and Greece. Your expertise in process improvement and performance management will enable you to transform operational challenges into high-impact solutions, fostering a culture of accountability and transparency.
Key Responsibilities:
• Manage daily performance metrics with BPO teams
• Conduct operational reviews to drive continuous improvement
• Sustain a high level of quality and client satisfaction
• Build robust partnerships to meet ambitious targets
• Capture insights from client and agent feedback
Requirements:
• At least 7 years in the contact centre industry, 4+ in BPO oversight
• Expertise in operations management and workforce anal...