BPO Operations Analyst - Remote (EST)

Are you looking to accelerate your career without having to hide your authentic self - a place where you can be you? A career that’s making a bigger impact on the world? At OneDigital, we are on a mission to help people do their best work and live their best lives. From the services we offer to the way we show up for each other each day, we are fueling dreams, achieving big goals, and embracing each other’s truest selves.

We understand that pursuing a new job is a big deal. Maybe you’re afraid you won’t fit in. Well, here’s the good news. For us, the days of “fit in to get in” are over and being different is not a barrier to getting ahead. Greatness comes in all shapes, sizes, colors, and experience levels. If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, give us a shot. Your best life awaits.

Must be eligible to work in the United States without the need for work visa or residency sponsorship.

Our Newest Opportunity:

Summary:

The BPO Operations Analyst serves as a consultant with OneDigital field offices, national practices and with other corporate functions who use BPO services. The role is responsible for helping to drive BPO program alignment with organizational goals by supporting and improving individual BPO engagement efficiency and effectiveness. The BPO Operations Analyst plays a pivotal role in ensuring operational excellence by working with OneDigital business process owners and their BPO partners to troubleshoot and to solve issues within existing BPO engagements and to streamline, automate and otherwise continuously increase value and internal stakeholder satisfaction. This individual must thrive in a fast-paced environment and find energy in collaborating with others to solve complex operations challenges.

Essential Duties and Responsibilities:

BPO Engagement Oversight and Management:

• Actively participate in BPO Monthly Status and Quarterly Business Review meetings. Analyze engagement performance to ensure adherence to contractual service level agreement metrics and other process performance expectations
• Help OneDigital field offices, national practices and corporate functions manage their ongoing BPO relationships, engagement performance and business results
• Serve as primary point of contact for field offices, national practices and corporate functions as it relates to fielding requests for assistance within existing BPO engagements:
  • Oversee and conduct information gathering
  • Perform troubleshooting of root cause issues in cooperation with internal stakeholders and BPO delivery leads
  • Facilitate BPO solution design, planning and implementation
  • Track and report on solution success
• Identify process improvement, streamlining and/or automation opportunities, whether enabled by OneDigital tools or platforms or by partner tools or platforms. Build and use basic CBA justification for internal stakeholder approval. Oversee implementation to confirm expected results are achieved.

Project Management & Special Initiatives

• Act as project manager for special initiatives assigned by the BPO Program Manager, ensuring deliverables are completed on time and aligned with strategic goals.
• Conduct independent research, analyze data, and present findings that inform leadership decisions.
• Assist with BPO contractor onboarding and compliance to mandatory, annual refresher training.

Program Performance Reporting

• Design and manage processes to capture, track and report on BPO engagements, program savings & benefits

Support Marketing and Program Growth

• Document field office, national practice and corporate function engagement case studies
• Develop and post BPO-related content to the OneDigital internal portal pages
• Coordinate amongst field offices, national practices and corporate functions to exchange BPO learnings
• Work with the BPO Program Manager, field, national practice and corporate function leaders to identify opportunities for expansion of BPO adoption

Qualifications, Skills, and Requirements:

• Detailed, “hands on” experience with BPO solution design, transition planning and ongoing BPO operations
• Strong communication skills including written, verbal, and listening, with a demonstrated ability to effectively communicate with executive level internal clients and stakeholders.
• Ability to establish and maintain collaborative working relationships with all levels of internal and BPO personnel
• Empathetic, positive attitude with the drive to uphold OneDigital’s Shared Values (optimistic, personable, relentless, innovative, responsive, trustworthy, strategic)
• Results-driven mentality, with a bias for speed and action
• Strong attention to detail and organizational skills to create order and process where such discipline did not previously exist
• Critical thinking to assess and compare the value of multiple BPO solution options or approaches
• Ability to thrive in fast-paced environment.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook) & Teams

Education, Training, and Experience:

• Bachelor's Degree required
• 3+ years in BPO operations required
• Experience evaluating BPO engagement performance and managing vendor partners to contracted SLAs strongly preferred
• Experience capturing and tracking BPO engagement performance, value, and efficiency metrics strongly preferred
• Experience in the employee benefits or insurance brokerage industry preferred
• Experience in project management preferred

The typical base pay range for this role nationwide is $60,000 to $70,000 per year.

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.

To learn more, visit: www.onedigital.com/careers

OneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

OneDigital provides equal employment opportunities to all employees and applicants for employment regardless of their: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, “protected characteristics”). A copy of the Federal EEO poster is linked here.

Pursuant to local Fair Chance Ordinances, we will consider qualified applications with arrest or conviction records for employment. For applicable candidates, the following ordinances are linked here to inform you of your rights as an applicant:

City and County of San Francisco

City of Los Angeles

County of Los Angeles

Employment decisions shall comply with all other applicable federal, state and city/county laws prohibiting discrimination in employment. OneDigital complies with all criminal history inquiry [or ‘ban the box’] laws in California, Connecticut, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New Mexico, Oregon, Rhode Island, Vermont and Washington.

In short, we believe in hiring the most qualified applicant for the position, regardless of background.

If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.

OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.

Thank you for your interest in joining the OneDigital team!