Bpo Operations Manager Job at Flight Centre Brand (Broadbeach)

Associate General Manager-Operations- BPO Team

Lead end-to-end delivery for UK delivery Unit, ensuring operational excellence, ...

Location

India , Noida

Salary:

Not provided

Sopra Steria

Expiration Date

Until further notice

Requirements

12+ years in BPS/operations delivery
Experience managing large, multi-tower accounts
Strong SLA/KPI and governance track record
Experience with senior client stakeholders (Director/VP level)
Ability to independently lead governance and business reviews
Proven escalation management capability
Experience managing account financials (cost, margin, productivity)
Exposure to commercial models (transaction/outcome-based), pricing, and contracts
Managed large teams (150+ FTEs or equivalent complexity)
Strong performance management, leadership development, and retention capability

Job Responsibility

Own delivery across Safe Dig, Streetworks, Telecom, and related operations
Act as primary client interface and escalation lead in the absence of Delivery Head
Drive P&L performance, productivity, and cost optimization
Lead digital transformation initiatives (AI, RPA, analytics)
Manage large teams and build leadership capability
Support contract renewals, pricing, underwriting, and growth initiatives

Fulltime

Offshore BPO Operations Manager

We are looking for a results-driven, customer service oriented leader with a pas...

Location

United States , Reno, NV; Charlotte, NC

Salary:

85360.00 - 106700.00 USD / Year

Figure

Expiration Date

Until further notice

Requirements

BA/BS from an accredited university (preferred)
2+ years of leadership experience, with a focus on call center or customer operations
1+ years of experience managing third-party vendors or offshore BPO operations
Strong background in performance management, service delivery, and SLA enforcement
Previous experience in financial services, mortgage, or tech support preferred
Excellent communication, negotiation, and vendor engagement skills
Experience navigating compliance, data security, and regulatory frameworks in an operational setting
Ability to travel internationally
A proactive and strategic mindset with strong problem solving skills
A collaborative, values driven leader who fosters trust, accountability, and partnership

Job Responsibility

Own and manage relationships with offshore BPO partners, ensuring clear alignment on performance goals, operational expectations, and contract terms
Conduct regular business reviews, performance check-ins, and site visits to build trust and drive accountability
Monitor BPO partner performance through metrics like handle time, SLA adherence, quality scores, CSAT, and compliance
Identify gaps and partner with vendor leadership to implement solutions that drive continuous improvement and service consistency
Oversee daily operations across multiple BPO locations to ensure seamless, compliant, and scalable customer service delivery
Ensure consistency in process execution, workforce management, and adherence to internal policies and procedures
Collaborate with internal teams including Workforce Management, QA, Training, Compliance, Financial Crimes, Credit, and Partnerships to ensure vendor performance supports company goals
Provide operational insights to inform staffing models, forecasting, and training needs
Identify inefficiencies across offshore operations and implement process improvements to enhance efficiency, reduce cost, and maintain a high-quality customer experience
Ensure all offshore operations align with regulatory requirements, data privacy laws, and internal compliance policies

What we offer

25% annual bonus target, paid quarterly
Company equity in the form of RSUs
Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
Company HSA, FSA, Dependent Care, 401k, and commuter benefits
Employer-funded life and disability insurance coverage
11 Observed Holidays & PTO plan
Up to 12 weeks paid family leave
Continuing education reimbursement

Fulltime

Bpo Manager

We are seeking a dedicated and experienced BPO Manager. Responsible for end-to-e...

Location

Philippines , Metro Manila, Quezon

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

10 Years' experience in BPO Manger Role
5 Years' experience Proven ability to manage SLAs, quality, and client escalations
5 Years' experience managing financial services accounts
Bachelor's Degree (Business, Operations, Finance, or related field)
Must Pass Drug screen
Must Pass a background check with Education check and employment verification check

Job Responsibility

Own day-to-day operational performance of assigned BPO account(s)
Ensure achievement of SLAs, KPIs, and quality metrics
Manage staffing, scheduling, and productivity to meet demand
Lead performance recovery plans for underperforming teams/accounts
Drive continuous improvement using Lean, DMAIC, or Six Sigma methodologies
People Management
Lead, coach, and develop Team Leaders / Supervisors
Manage hiring, onboarding, training, and attrition mitigation
Conduct performance reviews and corrective action plans
Foster a culture of accountability, engagement, and continuous improvement

Care Operations Manager - French Speaking

As a Care Operations Manager, you will be responsible for overseeing the daily o...

Location

United Kingdom , London

Salary:

Not provided

DELIVER

Expiration Date

Until further notice

Requirements

Fluent in French
2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house)
Can prioritise effectively - leading on multiple project workstreams concurrently and independently
Has detailed understanding of customer service metrics e.g. (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics
Has solid analytical background and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH)
Has an excellent verbal and written communication skills
Knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, Power Bi.
Takes personal accountability for quality and accuracy of work
Action oriented with experience leading performance improvement projects, such as turnaround plans, glidepaths to green.

Job Responsibility

Responsibility for the Care performance delivered to all sides of the marketplace for your areas through outsourced teams
Work with multiple stakeholders (global and local) to own and manage day to day performance of service queues for customers, partners, and riders across multiple channels
Create business insights and targets to measure Care performance
Lead on projects and initiatives to transform performance across a wide range of KPIs e.g. (CSAT, Policy Adherence, AHT, QA) and own performance improvement strategies where required
Identify and prioritise gaps with partners and internal stakeholders (e.g. policy, workforce management) and own performance improvement strategies where required
Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders
Manage the performance of our outsourced partner(s), identifying areas for improvement and delivering action plans to ensure that targets are achieved and we deliver the best customer experience in your markets
Make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for all three sides of the marketplace
Relentlessly drive change - surfacing issues across Care operations, generating hypotheses, and landing improvements
Present weekly, monthly and annual performance against Care action plans and objectives

What we offer

A competitive and comprehensive compensation and benefits package
Up to 5% matched pension contributions
Some roles may be eligible for share awards
Free Deliveroo Plus: free delivery and access to special offers
Team lunches from the best local restaurants
25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
One day of paid leave per year to volunteer with a registered charity
Funded single cover healthcare on our core plan, with the option to add family members at own cost
On-site gym (HQ), discounted external gym membership
Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass

Fulltime

Partner Operations Manager

Location

Ireland

Salary:

96000.00 - 120000.00 EUR / Year

Airbnb

Expiration Date

Until further notice

Requirements

A minimum of 8 years of progressive experience in a customer service or an operations role with 5+ years in a partner management, BPO environment
Fluent in English and either Spanish, German, French or Italian
Demonstrable experience in driving improved performance as a partner/Regional Operations manager
Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
Demonstrable experience translating big picture goals and strategy into implementable and concrete actions for your partners
Ability to work weekend days and on-call required
Able to travel in Europe, APAC and NA when required
Exceptional partner and stakeholder management
Exceptional performance management at scale

Job Responsibility

Accountable and responsible for the holistic performance of a partner or service or language
Enable and oversee a strong operational environment for your partners and services and ensure high quality support for the community from your partners
Set up for success your partner / service to deliver exceptional quality support to our community
Prioritise high impact focus areas with your partner/service in line with the company strategy
Actively work with core internal functions such as Quality, Workforce planning, Training to understand insights on performance and based on them, action within your partner / service
Act as a single point of contact, representing your partner / service across Delivery and CS
Present & report up on performance & progress to leadership across Delivery and CS
Hold partners accountable for the delivery of Airbnb goals
Own end to end the operationalization and successful adoption of new initiatives, projects and changes that impact your partner or service or language
Ensure alignment with Global CS Delivery

What we offer

bonus
equity
benefits
Employee Travel Credits

Senior Vendor Operations Manager, Sales (LATAM)

The Global Support Organization (GSO) at Uber partners with Sales Operations to ...

Location

Colombia; Mexico , Bogota; Mexico City

Salary:

Not provided

Uber

Expiration Date

Until further notice

Requirements

8+ years of experience in Sales Operations, Vendor Management, or BPO Management within revenue-generating environments
Proven experience managing BPO sales operations (required), including performance management, KPIs, and vendor accountability
Strong understanding of end-to-end sales funnels, including acquisition, conversion, and early lifecycle management
Demonstrated ability to operate in ambiguous, fast-changing environments, bringing structure, clarity, and direction
Strategic and operational agility, with the ability to move seamlessly between high-level strategy and hands-on execution
Strong business judgment, with a track record of prioritizing effectively and focusing on high-impact outcomes
Exceptional stakeholder management and influence skills, with the ability to align and drive decisions across complex, matrixed organizations
Strong analytical and problem-solving skills, with the ability to translate data into actionable insights and executive-level narratives
Excellent communication and presentation skills, with experience engaging and influencing senior stakeholders
Experience leading transformation or change initiatives within sales or BPO environments

Job Responsibility

Lead the strategy and execution of BPO-driven sales programs across LATAM, driving performance across acquisition, conversion, retention, and productivity metrics in a highly complex and evolving environment
Own and elevate BPO partnerships, holding partners accountable to high performance standards while enabling long-term capability growth
Operate as a strategic integrator across a complex ecosystem of regional, central, and global stakeholders—aligning priorities, managing ambiguity, and driving clarity in execution
Navigate and resolve cross-functional challenges, mediating competing priorities and influencing decisions that support broader business outcomes
Bring structure to a transforming environment by designing and implementing scalable processes, governance models, and operating frameworks
Lead performance management and continuous improvement, leveraging data to identify gaps and drive structured, measurable action plans across markets
Translate complexity into executive insights, synthesizing KPIs and operational data into clear, actionable recommendations for senior leadership
Drive sales strategy operationalization, ensuring alignment, accountability, and consistent execution across BPO partners
Support regional expansion and increasing organizational complexity, enabling operational readiness and alignment across LATAM and broader Americas initiatives

Fulltime

Partner Operations Manager

The CS Partner Operations Manager is supporting the global Delivery function by ...

Location

Brazil , São Paulo

Salary:

26250.00 - 32916.66 BRL / Month

Airbnb

Expiration Date

Until further notice

Requirements

8+ years of progressive experience in a customer service or an operations role
5+ years in a partner management, BPO environment
Demonstrable experience in driving improved performance as a partner/Regional Operations manager
Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
Experience in data analysis and reporting to identify performance trends
Experience developing and implementing performance management standards
Demonstrable experience translating big picture goals and strategy into implementable and concrete actions for your partners
Ability to work weekend days and on-call required
Able to travel in Europe, APAC and NA when required

Job Responsibility

Accountable and responsible for the holistic performance of a partner or service or language
Enable and oversee a strong operational environment for your partners and services
Ensure high quality support for the community from your partners
Set up for success your partner / service to deliver exceptional quality support to our community
Own partner performance against key service metrics including customer satisfaction, quality, productivity, and operational efficiency
Drive accountability with outsourced partners to deliver performance improvements, operational excellence and high-quality customer support
Prioritise high impact focus areas with your partner/service in line with the company strategy
Actively work with core internal functions such as Quality, Workforce planning, Training to understand insights on performance and based on them, action within your partner / service
Act as a single point of contact, representing your partner / service across Delivery and CS
Present & report up on performance & progress to leadership across Delivery and CS

What we offer

bonus
equity
benefits
Employee Travel Credits

Fulltime

Care Operations Manager

As a Care Operations Manager, you will be responsible for overseeing the daily o...

Location

United Kingdom , London

Salary:

Not provided

DELIVER

Expiration Date

Until further notice

Requirements

2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house)
Can prioritise effectively - leading on multiple project workstreams concurrently and independently
Has detailed understanding of customer service metrics e.g. (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics
Has solid analytical background and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH)
Has an excellent verbal and written communication skills
Knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, Power Bi.
Takes personal accountability for quality and accuracy of work
Action oriented with experience leading performance improvement projects, such as turnaround plans, glidepaths to green.

Job Responsibility

Responsibility for the Care performance delivered to all sides of the marketplace for your areas through outsourced teams
Work with multiple stakeholders (global and local) to own and manage day to day performance of service queues for customers, partners, and riders across multiple channels
Create business insights and targets to measure Care performance
Lead on projects and initiatives to transform performance across a wide range of KPIs e.g. (CSAT, Policy Adherence, AHT, QA) and own performance improvement strategies where required
Identify and prioritise gaps with partners and internal stakeholders (e.g. policy, workforce management) and own performance improvement strategies where required.
Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders
Manage the performance of our outsourced partner(s), identifying areas for improvement and delivering action plans to ensure that targets are achieved and we deliver the best customer experience in your markets
Make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for all three sides of the marketplace
Relentlessly drive change - surfacing issues across Care operations, generating hypotheses, and landing improvements
You will present weekly, monthly and annual performance against Care action plans and objectives.

What we offer

A competitive and comprehensive compensation and benefits package
Up to 5% matched pension contributions
Some roles may be eligible for share awards
Free Deliveroo Plus: free delivery and access to special offers
Team lunches from the best local restaurants
25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
One day of paid leave per year to volunteer with a registered charity
Funded single cover healthcare on our core plan, with the option to add family members at own cost
On-site gym (HQ), discounted external gym membership
Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass

Fulltime

Select Country

Bpo Operations Manager

Job Description

Job Responsibility

Requirements

What we offer

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