BPO Manager

Job Summary

Leading cross-functional coordination across BPO partner networks, the full-time BPO Manager will manage vendor relationships, ensure compliance with service level agreements, and drive performance improvements in a remote setting.

Key responsibilities

• Serve as the primary contact for BPO partner sites, building accountable partnerships and monitoring performance against SLAs
• Coordinate with Workforce Management, Training, and Quality teams to align BPO execution with organizational standards
• Track site-level performance metrics and implement corrective action plans in collaboration with BPO site leadership

Required qualifications

• At least three years of leadership experience managing outsourced or BPO vendor relationships
• A high school diploma or equivalent
• Proficiency in contact center platforms and workforce management tools
• Strong reporting and data analysis skills to identify trends across partner sites
• Flexibility to adapt to changes in business needs and vendor operating models