BPO Manager

📋 Description

• Oversee the management of global BPO vendors across both offshore and nearshore operations.

• Develop and implement SLA frameworks, performance metrics, and governance standards.

• Track vendor performance, assess trends, and initiate corrective action plans as necessary.

• Ensure vendor operations adhere to FCRA and data handling regulations.

• Create and sustain structured reporting on vendor performance, costs, and quality metrics.

• Collaborate with Operations, Compliance, and Finance to synchronize vendor strategies and execution.

• Facilitate regular business reviews and performance discussions with external partners.

• Assist in the onboarding of new BPO processes, which includes documentation, training, and pilot oversight.

• Identify areas for enhancing efficiency, scalability, and cost-effectiveness within vendor operations.

• Promote consistency in vendor management practices and documentation.

⛳️ Requirements

• 3–5+ years of experience in managing BPO vendors or outsourced operations.

• Demonstrated experience in overseeing the performance of offshore or nearshore vendors.

• Comprehensive knowledge of SLA frameworks, vendor governance, and performance management.

• Experience leveraging data and reporting to enhance vendor accountability and inform decision-making.

• Excellent communication and negotiation skills.

• Capability to influence cross-functional stakeholders without direct authority.

• Experience managing multiple priorities and workstreams effectively.

• Familiarity with FCRA or regulated data environments is preferred.

• Experience working with vendors from the Philippines, LATAM, or Eastern Europe is preferred.

• Project management experience is advantageous.

• A dedicated home office space that is free from noise and distractions, equipped with reliable and secure high-speed internet access.

🏝️ Benefits

• Paid healthcare and life insurance premiums.

• Affordable dental and vision insurance options.

• Company-paid basic life insurance and a Short-Term Disability policy funded by the company.

• Employee assistance program available.

• 401(k) matching of up to 4%.

• Paid time off.

• Nine company-paid holidays.

• Two additional days of paid time off for volunteer activities.

• Searching for Stars Employee Referral Program.