About the job

Who Boundless Is

We’re a team of immigrants and experts who have struggled with our journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families and businesses through their entire immigration journey and their first ten years of life in a new country.

Since 2020, Boundless has become the largest player in the family immigration industry, helping tens of thousands of families every year achieve their dreams and becoming the most prominent brand in an industry that has never had one before.

We're backed by influential early-stage venture investors around the United States, including Foundry Group (led by Brad Feld), Emerson Collective (Laurene Powell Jobs’ foundation), Pioneer Square Labs, Two Sigma Ventures, Trilogy Equity Partners, and Jerry Yang, and are well-capitalized for years of growth.

What You'll Do

As an Inbound Service and Sales Manager in our organization, you will be responsible for managing the inbound team, overseeing staffing plans three months in advance, and collaborating with the training and QA team to implement ongoing education initiatives. Your role will also involve creating and managing a performance scorecard, as well as developing strategies to enhance progress towards key performance indicators (KPIs) and objectives.

Key Responsibilities

• Manage the inbound team
• Plan and project staffing at least 3 months ahead, based on inbound volumes and target SLAs
• Partner with the training and QA team to deploy continuing education and training on their team
• Create and manage the performance scorecard for their team
• Create strategies to improve progress toward target KPIs and objectives
• Create new processes and documentation that meet the evolving needs of the team

Other Responsibilities Include

• Manage a reporting/workforce management admin to develop the reports needed for daily, weekly, and monthly reporting
• Write summaries and business reviews of performance and offer key insights and recommendations based on their team’s performance
• Develop KPIs and measures of success that help drive the team to our desired outcomes and behaviors on the team
• Collaborate and develop solutions with managers of other teams (outbound sales, training & QA, CS, etc)
• Performance manage individual contributors on the team
• Manage supervisors and/or team leads
• Propose organizational structures depending on the evolving needs and objectives of the team

About You

• Ability to create a scorecard and report on individual performance and team performance trends using that scorecard
• Excellent English writing skills
• Ability to present and discuss data
• Experience summarizing and reporting on data related to team performance
• Knowledge of data models for staffing based on inbound volumes and target SLAs, ability to create and adapt those models
• BPO/call center experience
• Management experience
• Bonus: experience managing a team that involved upselling and/or inbound sales

What We Offer

You will be part of a dynamic workforce in an environment where you will collaborate with expert and elite talents in the online immigration services industry. You can cultivate your skillfulness and dexterity amongst us as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work.

Great company perks and benefits await you!

• Annual salary appraisal and regularization merit: We recognize great teammates and reward them for exemplary performance and dedication at work.
• 15 PTO credits per year and 3 days off in December: We encourage our teammates to take advantage of their leave credits should they feel sick or wish to take a vacation.
• Meaningful health insurance package: We give health insurance support for you and your dependent.Statutorily mandated benefits: We ensure each teammate has their statutory contributions and 13th-month pay up-to-date.
• Free coffee and weekly meals provisionFree transportation services: We prioritize your health and safety as you work on-site, so you will be provided pick-up and drop-off transportation access.
• Collaborative engagement sessions and major company-wide sponsored events: We allocate a budget to cultivate engagement and fun in our work environment.
  
  

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