BPO Strategy and Operations Lead (Call Center) - Great Wolf Lodge Resorts

Job Summary: The BPO Strategy and Operations Lead is responsible for developing and implementing initiatives that enhance the efficiency, effectiveness, and profitability of the Business Process Outsourcing (BPO) operations. This role involves analyzing current processes, identifying opportunities for improvement, and leading strategic projects to optimize service delivery and guest satisfaction. The BPO Strategy Lead will collaborate with various departments to ensure alignment with overall business goals.

Responsibilities:

Strategic Planning:

• Develop and execute long-term strategies for BPO operations to achieve business goals.
• Align BPO Operations with Revenue Management to achieve annual revenue goals.
• Conduct market analysis and competitive benchmarking to identify trends and opportunities.

Team Management:

• Lead a BPO team including hiring, training, and performance evaluations.
• Foster a positive work environment and promote teamwork and collaboration

Process Improvement:

• Analyze existing processes to identify inefficiencies and areas for improvement.
• Lead initiatives to streamline workflows, increase revenue, reduce costs, and enhance service quality.

Project Management:

• Manage strategic projects from inception to completion, ensuring timely and successful delivery.
• Coordinate cross-functional teams and resources to achieve project objectives.

Performance Metrics:

• Review and validate all vendor invoicing including projecting future spend
• Establish and monitor key performance indicators (KPIs) to track the success of strategic initiatives.
• Provide regular reports and insights to senior management.
• Promote a culture of innovation within the BPO team.

Leadership and Collaboration:

• Lead and mentor a team of strategic analysts
• Collaborate with other departments to ensure alignment and support for strategic initiatives.

Required Qualifications:

• Bachelors degree in Business Administration, Management, or a related field.
• 5+ years of experience in BPO operations and/or strategy development.
• Proven track record of leading successful initiatives and projects.
• Strong Workforce Management experience.
• Strong analytical and problem-solving skills.
• Excellent leadership, communication, and interpersonal skills.
• Ability to think strategically and make data-driven decisions.
• Proficiency in project management tools and methodologies.
• Proficiency with call center technologies that support inbound, chat and social.
• Ability to be based out of our Chicago Corporate Office, located in River North, Chicago. The office is currently on a hybrid schedule (M/F optional work remotely, T/W/TH in-office)

Preferred Qualifications:

• Experience in a global BPO environment.
• Certification in project management (e.g., PMP, Six Sigma Black Belt).