Project Manager BPO

Company Description

What's Red Points all about?

Red Points is the most widely used solution to recover digital revenue. Over 1.000 companies rely on our platform to fight counterfeits, piracy, impersonation, and distribution abuse. They leverage Red Points to take back the revenue that’s rightfully theirs. With 270+ professionals and offices in New York, Barcelona, Beijing, and Salt Lake City, Red Points has disrupted an industry traditionally led by service providers with a scalable, cost-effective solution. 

Our B Corp certification reinforces our commitment to making a positive impact on the world.

Be part of the change: join us on our mission to make the Internet a safer place!

Job Description

The role - what’s you day to day going to look like?

• Build and Maintain Strong BPO Relationships: Cultivate enduring partnerships with BPO providers to ensure longevity and alignment with Chief Customer Officer (CCO) objectives.
• Oversee Day-to-Day Operations: Collaborate with execution leaders to supervise the daily activities of the BPO unit..
• Monitor KPIs: Track key performance indicators (KPIs) to ensure that the BPO operation achieves efficiency and quality service level agreements (SLAs).
• Onboarding and SOP Adherence: Guide BPOs through the onboarding process, ensuring strict adherence to standard operating procedures (SOPs) and performance frameworks from the outset.
•  Implement Process Improvements: Propose and execute enhancements to operational processes in collaboration with BPO partners to drive efficiency and effectiveness.
• Customer Service Level Expectations: Collaborate with CCO teams to identify and manage customer service level expectations, ensuring alignment with company objectives and mitigating risks.
• Contract Negotiation: Lead negotiations for BPO contracts, ensuring terms and conditions are favorable and conducive to achieving organizational goals.
  

Qualifications

Requirements to succeed

• Previous experience in BPO Management and leading BPO projects
• Excellent negotiation skills
• Proficiency in data analysis 
• Project management skills to plan and execute process improvement initiative
• Excellent communication skills to interact with different levels from the BPO and CCO organization
• Client-centric mindset with the ability to understand client needs and apply changes on the BPO
• Adaptability to navigate through changing client requirements and industry dynamics.
• Negotiation skills to manage client expectations and resolve contractual or operational issues.
• Ability to manage and resolve conflicts within the team or with BPO.
• Strategic thinking to align BPO operations with broader organizational goals.
• Fluent level of English is a must

Additional Information

What we offer

• A friendly, diverse, and international team.
• You’ll have top-notch Private Health Insurance, fully covered by the company.
• 23 working days of holidays per year, plus the local public holidays.
• Indefinite Contract.
• Fridays we have reduced working hours. And every weekday during August.
• Tax relief/ ¨Retribución Flexible¨ will also be available for you.
• We offer a discount with the amazing DIR gyms!
• We have a Referral policy with a very sweet Bonus scheme.
• We have a hybrid model, with a flexible start time. 
• At the office, we offer fresh fruit, and a huge variety of different kinds of milk, coffee, thé, and cereals.
• We also host monthly after works and internal events with guest speakers that allow us to share good times together and learn something new!

A part of being B-corp certified, we are an equal opportunity employer and value diversity at our company. We encourage all applicants, regardless of race, religion or belief (if any), color, nationality, ethnic or national origin, gender, gender identity, pregnancy and maternity, sexual orientation, age, marital and civil partnership status, or disability status.

If you think this is the right move for you and you match the description, just apply! We'll get in touch with you for an interview if you are one of the selected candidates.