Call Center Operations Specialist

Welcome To The Traegerhood:

Our business is BBQ, and business tastes good. Traeger invented the wood pellet grill over 30 years ago, and we’ve been revolutionizing outdoor cooking ever since. We’re a team of disruptors, innovators, problem solvers, and food fanatics who are dedicated to bringing people together to create a more flavorful world. From our headquarters in Salt Lake City and beyond, we work tirelessly to provide a world-class experience to our customers, retailers, and especially our employees. If you’re a team player who’s dedicated to delivering top-quality results every day, then we want you to come cook with us!

What You'll Do:

As Traeger continues to grow, we are looking for a passionate team member for our BPO Vendor Management organization, who can successfully and effectively support the day-to-day operation and relationship with vendors at a global scale. As our Call Center Opertaions Specialist, you will understand call center metrics (Key Performance Indicators) and has work experience with CSAT and FCR as the primary performance metrics driving results and improving frontline advocate performance, across voice and non-voice channels. You will also be responsible for process mapping and process improvement and efficiency recommendations and driving action plans into results. In this role you will need to be comfortable working with raw data and conducting CSAT analysis, while articulating meaning conversations on business requirements with internal stakeholders to identify performance gaps and opportunities to ultimately define and implement action plans.

How You’ll Help Us Win:

• Set vendors up for success by advocating for them when needed and ensuring their feedback is heard and prioritized to drive procedure and tooling improvements.
• Identify system issues impacting both end customers and our call center teams and work with internal and external partners to drive home corrections
• Assist in weekly quality calibration sessions with external call center partners to ensure alignment across companies
• Onboard and offboard users in company systems
• Work closely with demand planning to ensure correct creation of service parts to assist customers with in-field issues
• Be a resource and point of contact for our call center partners for customer and system related escalations
• Assist our knowledge base team with developing SOP’s that align with a smooth customer experience
• Be the first escalation point for order and transportation related issues
• Support data analyses with vendors to drive changes if needed, improving operational processes, identify opportunities to increase efficiencies to reduce costs.
• Assist in managing customer related escalations
• Identify opportunities for processes and best-practices adoption, develop and adjust SOPs to align with Traeger CX plans and strategy.

What You'll Need to Succeed:

• Excellent communication and influencing skills
• Team player, understanding cultural barriers and bridging business gaps
• Foundational Project Management experience and ability to oversee multiple projects at once
• An ability to identify upstream blockers, prioritize solutions and communicate effectively
• Ideally have 2+ years of work experience managing BPO operations as client and/or vendor
• Ideally have previous experience launching and implementing new outsourced operations, ideally in a global – offshore or nearshore location

Why You Will Love To Work Here:

• Be part of the most disruptive force in outdoor cooking
• Join a true team working towards a common goal
• Culture of risk-taking, innovation & quality
• So. Much. Food.
• Full medical/dental/vision packages to fit your needs
• 401K to help you plan for the future
• Tuition reimbursement
• Individual professional development programs & initiatives to help you grow professionally
• Great discounts on all things Traeger
• Did we mention all the food?