BPO Operations & Performance Coordinator

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago’s Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Stores across the country.
We're committed to our campus culture, encouraging collaboration, continuous development, and learning from each other. By bringing people together, we foster a fantastic social and dynamic environment.

About the Role:

The BPO Coordinator plays a critical part in ensuring the smooth and effective management of Dyson’s outsourcing operations. This role serves as a key liaison between internal stakeholders and the BPO team, driving process optimization, operational analytics, and quality assurance while supporting the BPO Manager in various capacities. Occasional travel to BPO vendor locations may be required.

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES

• Analytics & Performance Management

  • Compile, analyze, and interpret data related to BPO operations, providing actionable insights and recommendations to drive continuous improvement.

  • Track and report on key performance indicators (KPIs) such as CSAT, post-contact satisfaction, QA metrics, sales conversion, cost efficiencies, average handle time, adherence to schedule, and other metrics.

  • Extract, consolidate, and validate data across multiple platforms (Amazon Connect, Salesforce, Calabrio, Teliopti, CRM SAP, TechSee), ensuring reporting accuracy and integrity.

  • Develop and maintain dashboards and routine (daily, weekly, monthly) reports to monitor trends and highlight exceptional performance or areas for improvement.

  • Partner with BPO Manager and stakeholders to identify root causes of variances and implement effective solutions.

• Operational Support

  • Monitor compliance with all policies, processes, and procedures impacting Dyson owners, operational execution, and business profitability.

  • Respond to internal and external inquiries, investigate operational issues, discrepancies, or complaints, and facilitate timely resolution.

  • Support the onboarding process for BPO resources, ensuring credentials and system access are set up correctly in collaboration with IT partners.

  • Support continuous improvement initiatives by identifying and executing opportunities to optimize workflows and enhance service delivery standards.

• Stakeholder Engagement

  • Communicate effectively with key BPO stakeholders, providing clear verbal and written updates on operational performance and initiatives.

  • Provide regular coaching and feedback to BPO partners, ensuring alignment on expectations and following up to ensure accountability.

  • Escalate issues to the BPO Manager or appropriate stakeholders as necessary to resolve persistent or critical challenges.

  • Coordinate with internal teams (WFM, Training, QA, IT, etc.) to ensure BPO teams have the requisite resources and support.

• Administrative & Managerial Support

  • Support the BPO Manager in calendar and task management, project execution, and coordination of key initiatives.

  • Assist in planning and execution of vendor visits, team meetings, and ad-hoc projects as required.

  • Maintain accurate records for onboarded resources and operational activities.

• Travel

  • Willingness and ability to travel occasionally to BPO vendor sites, both domestically and internationally, to conduct operational reviews, training, or support as required.

• Additional Activities

  • Adapt to new responsibilities and projects as assigned, thinking creatively and proactively to solve problems and identify improvements.

  • Take ownership of personal and team development, contributing to Dyson’s culture of innovation and excellence.

About You:

• Previous experience in Customer Service or BPO operations preferred.

• Demonstrated strong analytical skills, including proficiency with data analysis tools and techniques; experience with Excel and data visualization preferred.

• Highly organized with the ability to manage multiple assignments and priorities simultaneously.

• Excellent written and verbal communication skills; able to translate data insights into clear recommendations for diverse audiences.

• Strong attention to detail