Offshore BPO Operations Manager

📋 Description

• Own and manage offshore BPO partner relationships and SLAs.
• Conduct business reviews, check-ins, and site visits to build trust.
• Monitor performance metrics: handle time, SLA, CSAT, quality.
• Identify gaps; partner with leadership for improvements.
• Oversee daily offshore ops for compliant, scalable service.
• Ensure process, workforce, and policy adherence.

🎯 Requirements

• BA/BS from an accredited university (preferred).
• 2+ years leadership in call center/customer ops.
• 1+ years managing third-party vendors or offshore BPO.
• Strong performance mgmt, service delivery, and SLA enforcement.
• Experience with compliance, data security, and regulatory frameworks.
• Ability to travel internationally.

🎁 Benefits

• Health, vision, dental insurance; premiums covered for dependents on select plans.
• HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Employer-funded life and disability insurance.
• 11 observed holidays and PTO plan.
• Up to 12 weeks paid family leave.
• Continuing education reimbursement.