Senior Supervisor, Operational Delivery

About Us:

DailyPay is transforming the way people get paid. As a worktech company and the industry’s leading earned wage access solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.

DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.

The Role:

The Sr. Supervisor, Operational Delivery is responsible for the oversight and supervision of an individual strategic BPO partner who will assist them on a daily basis to ensure users receive a great customer experience. This individual will work directly with the on site program leadership from managers down to supervisors coaching them on the DailyPay way. This person will also spearhead all coaching, KPI accountabilities, any necessary resources, and other needed support in order for them to provide excellent customer service to our existing users.

This role is an opportunity to make a direct impact on our customer experience and become a key partner to the internal teams at the BPO

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

How You Will Make an Impact:

• Act as day to day point of contact for a single outsourced customer service partner
• Strengthen Supplier Relationship with BPO Service Provider (“BPO”) on site leadership by executing the framework of policies, process, procedure, roles, and responsibilities as defined in the contracts
• Oversee goals, objectives, expectations, and performance while mitigating risks, issues, and changes between BPO and the company
• Serve as an escalation point of contact for the individual BPO’s on-site leadership
• Support resource planning and workforce management to ensure BPO capability, quality, and needs
• Communicate and hold accountable the BPO on KPIs/SLAs performance on a weekly and monthly basis by conducting WBR’s and QBR’s
• Responsible for participating on projects to understand or increase BPO performance

What You Bring to The Team:

• Bachelor's Degree or equivalent experience
• 1+ year omni channel leadership experience
• Experience in the financial services field preferred
• Experience managing vendor/BPO relationships and driving performance
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