BPO Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as the main liaison between SafeRide Health and BPO partner locations supporting auxiliary teams.

• Establish accountable collaborations with BPO site management across various vendors and locations.

• Oversee partner performance in relation to contractual SLAs and escalate risks with data-driven recommendations.

• Engage daily with Workforce Management, Training, Quality, and other departmental leaders.

• Convert client and stakeholder requirements into operational guidance for BPO partner sites.

• Collaborate on staffing strategies, forecasts, and schedule compliance across partner locations.

• Clearly communicate job expectations to BPO site leaders and conduct performance evaluations based on metrics.

• Ensure adherence to contractual, SLA, QA, CMS, health plan, and LEP compliance standards.

• Monitor and report on SLA achievement, QA scores, defect rates, and AHT across BPO partners.

• Facilitate quality calibration sessions across vendor sites.

• Detect performance discrepancies and implement corrective action plans with BPO site management.

• Undertake additional responsibilities to support the evolving BPO operations.

⛳️ Requirements

• Minimum of three (3) years of leadership experience, including oversight of outsourced or BPO vendor relationships.

• High school diploma or equivalent is required.

• Expertise in contact center platforms, workforce management tools, and QA monitoring systems.

• Strong skills in reporting and data analysis.

• Excellent verbal and written communication abilities.

• Capability to influence partner site leadership and internal teams without direct authority.

• Advanced problem-solving skills.

• Comfort in coordinating across diverse vendor systems and technologies.

• Flexibility to adapt to business needs, client demands, and vendor operating models.

• Must successfully pass a criminal background check.

• Must be a US Citizen.

• Must be available to work flexible shifts, including occasional weekends.

• Bachelor’s degree or equivalent is preferred.

• Experience in managing multiple vendor sites or global/offshore BPO partners is desirable.

• Prior experience with Medicaid, Medicare, and NEMT guidelines is preferred.

• Bilingual proficiency in English and Spanish is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and growth.

• Supportive work environment with a focus on teamwork and collaboration.