BPO Workforce Manager

Location: Remote
Compensation: To Be Discussed
Staff Reviewed: Mon, Feb 05, 2024
This job expires in: 12 days

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

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