Bpo Operations Manager Job at Flight Centre Brand (Broadbeach)

Business Development Manager - BPO

Location

United States; Canada

Salary:

70000.00 - 150000.00 USD / Year

INTELLIPRO TECHNOLOGIES CANADA INC.

Expiration Date

Until further notice

Requirements

Prefer 3 years of business development experience
Minimum of 1 year of BPO sales experience
Experience managing a pipeline, negotiations, and closing contracts
Ability to manage multiple opportunities simultaneously at various stages of the buying process
Ability to develop and maintain senior-level relationships quickly and effectively
Solid time management skills and strong deadline orientation
Solid problem-solving skills
Strategic thinker, creative, persuasive, and adaptable

Job Responsibility

End-to-end responsibility for designing and executing the strategic sales plan for securing new clients
Understanding the marketplace and competitor offerings to drive the company’s growth strategy and investments
Be responsible for significantly growing the company presence and revenues in the BPO market in North America
Build a predictable pipeline of new business to generate repeatable and profitable revenues across the various Business Units
Propose - Submit and handle proposals with full ownership and accountability for the opportunity
Establish lasting relationships with senior executives and decision-makers
Collaborate with other members of the team - marketing, and operations - to build strategic plans for customers
Attending conferences and industry events

What we offer

Commission

Fulltime

Bpo - Relationship Manager

The Contact Center shared service organization prioritize a customer-first minds...

Location

United States

Salary:

70000.00 - 85000.00 USD / Year

Ann Taylor

Expiration Date

Until further notice

Requirements

Bachelor’s Degree
5+ years’ experience in Relationship Manager, preferred experience in managing a contact center BPO relationship
Ability to cultivate strong listening & brand advocacy
Strong relationship skills that influence across various levels of the organization
Ability to influence cross-functionally to drive customer advocacy
Ability to motivate and engage others to drive service & sales KPIs
Knowledge of contact center tools and applications (E.g., Telephony, IVR, Knowledge Base, CRM, OMS applications)
Strong time management skills and ability to meet tight deadlines
Aptitude for creative problem-solving that utilizes an analytical lens while exhibiting a resourceful approach in collaboration with others
Strong written and verbal communication that allow for active listening, ability to give and receive feedback, and have an awareness to understand nonverbal cues

Job Responsibility

Develop and cultivate relationships with key partners within the BPO and internal KnitWell Group brand stakeholders to align with brand goals and objectives
Foster a strong understanding of the brand identity and values, encouraging partners to actively promote the brand through their communication channels
Manage contractual expectations (E.g., performance KPIs, CSAT, quality) and invoicing (E.g., auditing, approving, initiating payment) to ensure annualized performance and budget targets are achieved
Provide voice of the customer trends to partners across the KnitWell Group organization to give insights to key areas of the business
Manage and function as the subject matter expert across multiple KWG brands to provide insights for managing the day-to-day business needs of their respective brands
Coordinate in partnership with BPO leadership and internal stakeholders testing new technology capabilities to improve agent productivity and customer self-serve functionality
Collaborate with the KnitWell Group operational leaders responsible for internal branded teams to ensure a consistent outcome in key metrics such as productivity, quality, and revenue generation
Maintain open communication and collaborate with BPO partners to ensure defined business strategies are delivered on time and within budget
Cultivate an environment of continuous process improvement to ensure we reduce customer and agent friction, identifying technology gaps & needs
Capability to develop and implement comprehensive brand relationship strategies aligned with overall business objectives

What we offer

Merchandise discount at select KnitWell Group brands
Support for individual development plus opportunities for career mobility within our family of brands
A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities
Medical, dental, vision insurance & 401(K)
Employee Assistance Program (EAP)
Time off – paid time off & holidays.

Fulltime

Business Process Optimization (BPO) Lead

The Avanos Global Customer Service Team is committed to delivering world-class s...

Location

United States

Salary:

96000.00 - 112000.00 USD / Year

Avanos

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business Administration, Operations Management, or a related field
3+ years of experience supervising or optimizing BPO or shared service operations
Strong leadership experience with outsourced teams, preferably in the Philippines
Excellent problem-solving and communication skills with a strong track record of process transformation
Experience working in cross-functional environments with matrixed reporting and distributed teams

Job Responsibility

Provide end-to-end leadership of Avanos’s outsourced operations in the Philippines, ensuring the health, scalability, and long-term success of the BPO Program
Provide guidance to support evolving business needs and cross-functional service expansion
Support initiatives that define, optimize, and scale outsourced operations across multiple departments beyond Customer Service (e.g., Commercial Ops, Order Management, Inside Sales)
Maintain real-time KPI dashboards and governance routines across all BPO-supported functions
Conduct recurring business reviews, performance assessments, and continuous improvement check-ins with BPO leadership
Ensure effective Leader Standard Work is developed, maintained, and followed at all levels of the BPO engagement
Act as the primary liaison and escalation point between Avanos and the BPO partner in the Philippines
Collaborate with internal leaders from Commercial, Customer Experience, Order-to-Cash, Planning, and Marketing to understand priorities and operational growth opportunities
Communicate program health and opportunities to Avanos leadership regularly, providing data-backed recommendations
Identify workflow gaps, structural inefficiencies, or resourcing challenges and lead cross-functional solutions to improve results

What we offer

benefits on day 1
free onsite gym
onsite cafeteria
HQ region voted 'best place to live' by USA Today
uncapped sales commissions
generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting

Fulltime

Senior Vendor Relationship Manager

Join us in building the future of finance. Our mission is to democratize finance...

Location

United States , Chicago; Denver; Westlake

Salary:

128000.00 - 150000.00 USD / Year

Robinhood

Expiration Date

Until further notice

Requirements

Bachelor’s degree or equivalent practical experience
4+ years of experience in BPO vendor management within customer support or operations, preferably in tech or financial services
Proven ability to manage multiple vendors and business lines simultaneously
Strong data analysis and reporting skills
proficient in Google Suite
Demonstrated success working cross-functionally in fast-paced, performance-driven environments
Experience with contact center metrics, forecasting, and operational planning
Excellent communication and stakeholder management skills
Flexible, self-starting, and solutions-oriented with a customer-first mindset

Job Responsibility

Lead performance management for third-party service partners, ensuring alignment with KPIs, SLAs, and contract terms
Coordinate with cross-functional teams—Workforce Management, Business Analytics, L&D, QA, Compliance, and Finance—to support operational enhancements
Analyze vendor data and financial performance to identify insights and drive improvements
Partner with internal stakeholders and vendor teams to manage escalations, performance issues, and continuous improvement initiatives
Document business operations and support the implementation of new programs and processes
Travel internationally up to 30% of the time to support vendor oversight and business operations

What we offer

Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
100% paid health insurance for employees with 90% coverage for dependents
Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more
Employer-paid life & disability insurance, fertility benefits, and mental health benefits
Time off to recharge including company holidays, paid time off, sick time, parental leave, and more
Exceptional office experience with catered meals, events, and comfortable workspaces

Fulltime

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

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

Senior Workforce Manager

We are looking for a strategic Senior Workforce Manager - WFM for our Customer O...

Location

Spain , Barcelona

Salary:

Not provided

Yokoy

Expiration Date

Until further notice

Requirements

8+ years of experience with workforce management and customer care operations projects such as improvement of efficiency, quality, costs etc. including experience with outsourced service providers. Ideally from a global BPO environment
Strong understanding of WFM principles and the functionalities of the common WFM tools in the market like IEX, Calabrio, Verint, Amazon connect, Zendesk, Avaya, data suites like Looker, Tableau, etc.
Demonstrated knowledge of customer experience tools and systems including best practices
Strong business acumen with an ability to understand the direction and goals of the business
Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
Strong understanding of forecasting, planning, scheduling and real-time management methodologies
Ability to work independently, anticipate problems and suggest solutions
Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organisation
Fluent written and verbal communication in English

Job Responsibility

Optimize and manage our workforce management framework, including implementation of both short- and long-term forecasting, capacity planning and budget for the global footprint of Customer Care. You will take full ownership of the network on Workforce Management across all the outsources partners
Optimize Planning to execute short- and long term projects, to ensure we are in line with the company growth, Gross Margin, Cost per Booking and Cost to Serve metrics. You will take ownership of all WFM areas
Identify the best billing and operating model for our various lines of businesses to optimise performance and reduce wastage, and to optimize for the seasonality factors and reduce operational effort of the in-house WFM team
Perform quantitative analysis of key process indicators (Demand Drivers, Contact Ratio, CSAT and other metrics) and build business cases to improve Customer Journey and lead comprehensive execution plans for supporting customer experience improvement initiatives. To succeed, you will work with a variety of internal stakeholders, including Marketing & Product
Partner with cross-functional teams to solve problems, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally
To succeed, you will work closely with our Strategic Finance, Customer Care Operations, Product and external providers to make sure we provide a 7-star experience at optimal cost while accommodating our growth

Fulltime

BPO Senior Director

We’re seeking an experienced BPO Sr. Director to lead the strategy, performance,...

Location

United States , Plano

Salary:

179000.00 USD / Year

NTT DATA

Expiration Date

Until further notice

Requirements

8 years of leadership experience in BPO Leadership operations
10 years of direct BPO Claims Operations Management
Bachelor's degree
Proven track record managing large-scale outsourced teams (200+ FTE)
Strong vendor management, negotiation, and relationship-building expertise
Excellent analytical, problem-solving, and data interpretation skills
Experience managing KPIs, implementing performance improvements, and optimizing operations
Exceptional communication and leadership abilities
Enrollment Operations
Medial Claims

Job Responsibility

Lead the strategy, governance, and day-to-day performance of our operations
Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals
Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance, and WFM accuracy
Conduct regular business reviews, negotiate performance improvements, and implement corrective action plans
Partner with Workforce Management, Quality, Training, and CX teams to ensure consistency of service delivery
Use data analytics to identify trends, forecast needs, and drive continuous improvement
Ensure compliance with internal standards, regulatory requirements, security protocols, and data privacy policies
Support launches, workflow enhancements, and policy updates in collaboration with cross-functional teams
Champion a culture of customer excellence across all BPO network partners

What we offer

Medical insurance
Dental insurance
Vision insurance
Flexible spending or health savings account
Life and AD&D insurance
Short- and long-term disability coverage
Paid time off
Employee assistance
Participation in a 401k program with company match
Additional voluntary or legally required benefits

Fulltime

Select Country

Bpo Operations Manager

Job Description

Job Responsibility

Requirements

What we offer

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