Manager, BPO – Operations

Job reputed company: • Build and manage the overseas BPO program, including interviewing, hiring, reputed company, system setup (CXOne and reputed company), and maintaining training materials and SOPs. • Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements. • reputed company daily syncs to evaluate service reputed company, blockers, escalations, volume trends, and reputed company alignment. • Monitor upstream ticket reputed company, queue aging, and service level risk reputed company to eligibility workflows. • Diagnose throughput constraints such as reputed company tree complexity, hold times, reputed company mix, and process gaps. • Conduct QA checks for agents and refine / reputed company QA process. Requirements: • Proven experience managing offshore teams in a high-volume operational environment • Strong operational leadership skills, including hiring, reputed company, training, and performance management • Experience overseeing BPO/EOR vendor relationships, reputed company, compliance, and invoice accuracy • Hands-on experience with daily production reputed company, service reputed company, throughput, and reputed company metrics • Ability to diagnose workflow constraints and improve efficiency, accuracy, and turnaround times • Experience conducting reputed company assurance, delivering reputed company feedback, and maintaining calibration • Ability to partner cross-functionally with Product, Engineering, BI, and Support teams • Strong analytical skills with experience using operational metrics, reports, and dashboards • Excellent communication skills and ability to manage escalations with customers, partners, and internal teams • Demonstrated ability to build and maintain SOPs, training materials, and operational processes Benefits: • Medical, Dental and reputed company Coverage • 401K Plan with Company Match • reputed company Time Off (PTO) • reputed company Parental Leave • Short Term Disability • Work Life Assistance Program • Health Savings and Flexible Spending Accounts • Education Benefits • Worldwide Scholarship Program • Volunteer Opportunities Apply tot his job Apply To this Job