Build and manage the overseas BPO program, including interviewing, hiring, onboarding, system setup (CXOne and Mango Voice), and maintaining training materials and SOPs.
Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements.
Lead daily syncs to evaluate service levels, blockers, escalations, volume trends, and staffing alignment.
Monitor upstream ticket quality, queue aging, and service level risk related to eligibility workflows.
Diagnose throughput constraints such as call tree complexity, hold times, staffing mix, and process gaps.
Conduct QA checks for agents and refine / scale QA process.

Proven experience managing offshore teams in a high-volume operational environment
Strong operational leadership skills, including hiring, onboarding, training, and performance management
Experience overseeing BPO/EOR vendor relationships, staffing, compliance, and invoice accuracy
Hands-on experience with daily production oversight, service levels, throughput, and quality metrics
Ability to diagnose workflow constraints and improve efficiency, accuracy, and turnaround times
Experience conducting quality assurance, delivering structured 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

Manager, BPO – Operations

Key skills