BPO Workforce Manager

Job Summary

A company is looking for a BPO & Workforce Manager.

Key Responsibilities:

• Serve as the primary point of contact between the company and BPO partners, managing relationships and SLAs
• Develop and implement workforce planning and forecasting models
• Lead and develop a team of real-time analysts to monitor live production environments

Required Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or related field
• Minimum 5 years of experience in BPO management, including WFM and RTA, with at least 3 years in a people management capacity
• Proficient in English, both written and verbal communication skills
• Experience with Excel, G-Sheets, Jira, and Hubspot
• Deep understanding of conversational AI technologies and their application in customer service is highly desirable