Related skills
quality assurance vendor management budgeting kpis cost management📋 Description
- Executing day-to-day management of 500+ BPO agents across two partners
- Implementing BPO Performance Management policies and procedures
- Monitoring real-time performance metrics and corrective actions
- Conducting daily performance reviews and ensuring targets
- Primary operational interface with BPO partners
- Driving cost optimization and continuous improvement across ops
🎯 Requirements
- Bachelor's degree in Business Administration, Operations Management, or related field
- 4+ years in BPO operations management with SLA compliance
- Experience managing large-scale outsourced agents across multiple vendors
- BPO partnership management with vendor relations and contract compliance
- Deep knowledge of contact center KPIs, SLAs, quality metrics, CX standards
- Data analytics and performance improvement capabilities
🎁 Benefits
- Flexible policies and focus on well-being
- Family-friendly policies and career development
- Inclusive culture and equal opportunity
- Chance to impact customers across Africa
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