Manager, BPO – Operations
Job Description:
• Build and manage the overseas BPO program, including interviewing, hiring, onboarding, system setup (CXOne and Mango Voice), and maintaining training materials and SOPs.
• Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements.
• Lead daily syncs to evaluate service levels, blockers, escalations, volume trends, and staffing alignment.
• Monitor upstream ticket quality, queue aging, and service level risk related to eligibility workflows.
• Diagnose throughput constraints such as call tree complexity, hold times, staffing mix, and process gaps.
• Conduct QA checks for agents and refine / scale QA process.
Requirements:
• Proven experience managing offshore teams in a high-volume operational environment
• Strong operational leadership skills, including hiring, onboarding, training, and performance management
• Experience overseeing BPO/EOR vendor relationships, staffing, compliance, and invoice accuracy
• Hands-on experience with daily production oversight, service levels, throughput, and quality metrics
• Ability to diagnose workflow constraints and improve efficiency, accuracy, and turnaround times
• Experience conducting quality assurance, delivering structured feedback, and maintaining calibration
• Ability to partner cross-functionally with Product, Engineering, BI, and Support teams
• Strong analytical skills with experience using operational metrics, reports, and dashboards
• Excellent communication skills and ability to manage escalations with customers, partners, and internal teams
• Demonstrated ability to build and maintain SOPs, training materials, and operational processes
Benefits:
• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Paid Time Off (PTO)
• Paid Parental Leave
• Short Term Disability
• Work Life Assistance Program
• Health Savings and Flexible Spending Accounts
• Education Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities
Apply Now
Apply Now
• Build and manage the overseas BPO program, including interviewing, hiring, onboarding, system setup (CXOne and Mango Voice), and maintaining training materials and SOPs.
• Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements.
• Lead daily syncs to evaluate service levels, blockers, escalations, volume trends, and staffing alignment.
• Monitor upstream ticket quality, queue aging, and service level risk related to eligibility workflows.
• Diagnose throughput constraints such as call tree complexity, hold times, staffing mix, and process gaps.
• Conduct QA checks for agents and refine / scale QA process.
Requirements:
• Proven experience managing offshore teams in a high-volume operational environment
• Strong operational leadership skills, including hiring, onboarding, training, and performance management
• Experience overseeing BPO/EOR vendor relationships, staffing, compliance, and invoice accuracy
• Hands-on experience with daily production oversight, service levels, throughput, and quality metrics
• Ability to diagnose workflow constraints and improve efficiency, accuracy, and turnaround times
• Experience conducting quality assurance, delivering structured feedback, and maintaining calibration
• Ability to partner cross-functionally with Product, Engineering, BI, and Support teams
• Strong analytical skills with experience using operational metrics, reports, and dashboards
• Excellent communication skills and ability to manage escalations with customers, partners, and internal teams
• Demonstrated ability to build and maintain SOPs, training materials, and operational processes
Benefits:
• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Paid Time Off (PTO)
• Paid Parental Leave
• Short Term Disability
• Work Life Assistance Program
• Health Savings and Flexible Spending Accounts
• Education Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities
Apply Now
Apply Now