Business Process Outsourcing Specialist

The Business Process Outsourcing (BPO) Specialist reports to the Manager of the Public Planning Team and is responsible for supporting Dodge’s relationship with select 3rd party partners. The 3rd Party Partners collect information on public construction projects in the Planning phase. This position focuses on ensuring standard operating procedures are being followed, updating procedures when needed, being a key communicator in weekly team calls, spot check data entry for completeness and accuracy, and helping the Public Planning Team Manager to enforce performance goals and accountability. It is primarily focused on contractor operations handling data entry and outbound calling/emailing for construction projects in the planning phase but would provide support to other contractors as needed.

This is a full-time position and reports directly to the Manager, Planning Team.

Preferred Location and Expected Work Hours

• This is a remote, home-office based role and candidates located in the continental United States and in the Eastern time zone will be considered
• Ability to work Monday-Friday 8:00-5:00 Eastern time zone

Travel Requirements

Expected travel is 5% for this role

Essential Functions

• Identify challenges and create solutions to ensure data quality and improve the efficiency of the contractor’s contribution   
• Support the Public Planning Manager during team meetings preparing reports, taking meeting notes, and following up on action items  
• Effectively resolve questions and challenges from contractors in a timely manner by providing guidance on best practices and solutions aligned with Dodge’s customers’ needs 
• QC Support in auditing call quality, data entry quality, and conducting weekly QC/knowledge transfer meetings with partners
• Conduct daily quality audits via listening to calls of trainees, tenured agents, and the quality team to identify areas of improvement. Implement remedial measures to ensure quality standards are met 
• Create and maintain call and email scripts/templates for use by contractors in outbound contact with project sources 
• Onboarding/offboarding contractors to ensure access to required Dodge systems
• Training assistance and audits of trainee contractors pending live certification 
• Handle customer inquiries with timely, thorough, and accurate responses
• Production support for Planning Content as-needed (may include assistance in managing E-Feed backlogs, escalation of questions from contractors, and other projects upon request) 
• Outbound contact via phone and email to support Public Planning Content 

Education Requirement

High School Diploma or GED

Required Experience, Knowledge and Skills

• 1+ years of experience in the construction industry; equivalent customer service experience may substitute
• 1+ years of outbound call experience
• Data entry experience
• Online research experience
• Proficient in all Microsoft areas
• Exceptional attention to detail
• Excellent written and verbal communication
• Excellent reading comprehension
• Excellent internet research skills
• Able to work effectively in an independent, remote environment
• Comfortable working in a fast-paced role/production driven environment
• Strong typing skills
• Critical thinker and problem solver
• Ability and desire to work in a collaborative environment with people from other cultures
• Ability and desire to work independently and be accountable for the same

Preferred Experience, Knowledge and Skills

• Familiarity with evaluating reports and conducting audits
• Experience working with 3rd party data contractors

About Dodge Construction Network

Dodge Construction Network exists to deliver the comprehensive data and connections the construction industry needs to build thriving communities. Our legacy is deeply rooted in empowering our customers with transformative insights, igniting their journey towards unparalleled business expansion and success. We serve decision-makers who seek reliable growth and who value relationships built on trust and quality. By combining our proprietary data with cutting-edge software, we deliver to our customers the essential intelligence needed to excel within their respective landscapes. We propel the construction industry forward by transforming data into tangible guidance, driving unparalleled advancement.

Dodge is the catalyst for modern construction.

Salary Disclosure

Hourly Range: $23.08-$25.00

This represents the expected salary range for this job requisition. Final offers may vary from the amount listed based on factors including geography, candidate experience and expertise, and other job-related factors. Dodge Construction Network’s compensation and rewards package for full time roles includes a market competitive salary, comprehensive benefits, and, for applicable roles, uncapped commissions plans or an annual discretionary performance bonus.

For this role, we are only considering candidates who are legally authorized to work in the United States and who do not now or in the future require sponsorship for employment visa status.

A background check is required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job and consistent with all federal state and local ordinances.

Reasonable Accommodation

Dodge Construction Network is committed to recruiting, hiring, and promoting people with disabilities. If you need an accommodation or assistance completing the online application, please email [email protected].

Equal Employment Opportunity Statement

Dodge Construction Network is an Equal Opportunity Employer. We are committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. All employment decisions shall be based on merit, qualifications, and business needs without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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