BPO & Stakeholder Management:
- Own BPO program and ensure alignment between internal and outsourced teams.
- Maintain service levels by monitoring key metrics and partnering with stakeholders.
- Travel 2-3 times a year and partner with CSMs and BPO leadership for improvements.
Workforce Management:
- Support WFM for onshore and offshore teams to optimize labor planning and reduce costs.
- Identify gaps in staffing and adjust shifts accordingly.
- Oversee scheduling creation for the onshore organization and partner with the offshore organization.
CX Improvement:
- Support additional programs, projects, and key results that improve the customer experience.
- Assist with the implementation of AI tools.
- Support the success of the onshore department by answering questions and monitoring adherence.
Rent the Runway
Rent the Runway is transforming the way people dress by pioneering the world’s first Closet in the Cloud. They have disrupted the $2.4 trillion fashion industry by offering a sustainable and financially-savvy way to feel their best every day.