BPO Operations Analyst

  • Full-time
  • Alternate Location: Scottsdale, United States

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

We’re looking for a BPO Operations Analyst to build and maintain world-class provider partnerships across our global operations network.  

You will be responsible for collaborating cross functionally with internal and external stakeholders to manage and drive KPIs and performance of our partners.  You are passionate about delivering exceptional customer service, leading creative solutions to issues, and coaching individuals and teams to reach their full potential.

You will:

  • Manage Business Process Outsourcing (BPO)/Shared Services Vendor day to day activities, including monitoring and reporting metrics such as productivity and quality, resolving service issues and escalating as necessary

  • Monitor daily workflow and volume, while ensuring Vendor is maintaining department service levels and standards

  • Monitor phone calls, chats, emails for quality and coaching opportunities

  • Identify training gaps and partner with L&P to help improve curriculum

  • Respond and address ad hoc request for process related operational issues

  • Partner with analytics and engineering to address open issues

  • Participate in and manage projects (as needed), document process flows, and ensure the proper execution of controls 

  • Provide excellent customer service to suppliers and internal stakeholders by resolving questions and issues quickly and accurately

  • Manage through data and utilize internal KPIs to drive performance

  • Partner with business stakeholders and participate in Daily/Weekly/Monthly mechanisms - Understand day to day activities and challenges and represented the Vendor as an integral part of the business

    • Examples of mechanisms are:

      • Team Meetings

      • Daily/Weekly standups

      • Call monitoring and calibration   

      • Network performance reviews

Qualifications

  • A BA/BS degree or related experience

  • 2 + years of work experience in outsourced partner operations, ideally in a global - offshore location

  • 5 + years of relevant CS operations work experience with 2+ years of multi-tier (managing leaders) people management experience

  • The ability to effectively influence and communicate cross-functionally and excellent written and verbal communication skills

  • Creative problem-solving abilities and expertise in balancing and articulating trade-offs 

  • Utilize deep product and industry knowledge while serving as a cross-functional leader

  • Intermediate or higher Excel and/or GSuites Skills (e.g. vlookups, pivot tables, sumproduct/sumifs functions, etc.)

  • Excellent interpersonal skills and integrity with strong customer service skills

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page. 

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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