Outsourced Call Center Operations Coordinator

What Is MyBambu?
MyBambu is a financial institution delivering the first all in one mobile digital banking solution targeting the Hispanic unbanked and underbanked population. The mission of MyBambu is to promote financial inclusion to the unbanked and underbanked by providing an array of financial solutions delivered via mobile devices. We give an overlooked audience a convenient, safe, and cost-effective way of managing their finances. MyBambu's objective is to promote financial literacy and access to unbanked/underbanked individuals, who have previously been left behind. In 2020, we were honored to be recognized as FIS's Impact Award winner for innovation in the next frontier of the Modern Banking Platform. We've fostered a company culture that empowers people to do the most defining work in their career offering an environment that's made up of a passionate and goal-oriented team.
MyBambu participates in E-verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new hire's Form I-9 to confirm work authorization. Find out more information: E-Verify Participation Poster or Right to Work Poster .
Your Opportunity:
The impact that you can have at MyBambu is powerful. We're looking for someone who's eager to take on a meaningful role in the success of MyBambu on a massive scale. Someone who takes work seriously, but also isn't afraid to have some fun either. Someone who's ready to take MyBambu-and their career-to the next level.
This position is a full-time, in-person position reporting to the Chief Marketing Officer. As an Outsourced Call Center Operations Coordinator, you will be responsible will be responsible for ensuring that the day-to-day operations of the outsourced call center are running smoothly and effectively. This role will require the individual to work closely with the call center vendor to manage the relationship and ensure that the service provided meets the expectations of the organization. The Outsourced Call Center Operations Coordinator will also be responsible for monitoring the performance of the call center, analyzing data to identify trends and areas for improvement, and collaborating with internal stakeholders to implement changes as necessary.
Job Responsibilities:

• Act as the primary point of contact between the MyBambu and the outsourced call center, ensuring that communication is timely, clear, and effective.
• Monitor the performance of the call center, analyzing data to identify trends and areas for improvement.
• Work with the call center vendor to develop and implement processes and procedures to improve call center performance and customer satisfaction.
• Collaborate with internal stakeholders, such as the customer service team, to ensure that the call center is meeting the needs of the organization and its customers.
• Develop and maintain relationships with key stakeholders within the organization, including the Call Center Manager, the Customer Care Manager, and other departmental leaders.
• Monitor call center metrics, including call volume, call wait times, and customer satisfaction scores, and report on performance to internal stakeholders.
• Collaborate with the outsourced call center(s) to identify and implement new procedures and tools that can improve call center performance and enhance the customer experience.

Skill and Abilities:

• Strong verbal and written communication and interpersonal skills.
• Attention to detail, strong work ethic, good humor, and enthusiasm for tackling complex challenges.
• Ability to drive multiple projects simultaneously, with an effective resolution of competing priorities.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the company.
• Ability to multitask and successfully operate in a fast-paced, team environment.
• Must adapt well to change and successfully set and adjust priorities, as needed.

Job Requirements:

• Fluent in Spanish and English
• Minimum of three (3) years of experience managing customer service operations, preferably in a fintech or financial services company.
• Strong leadership and management skills, with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
• Proven track record of improving customer satisfaction metrics.
• Experience with customer service technologies, such as salesforce and Gallileo.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Ability to work in a fast-paced, dynamic environment and manage multiple prioritize.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.