BPO Call Center - Vendor Operations Manager

Vendor & BPO Operations Manager

The Vendor & BPO Operations Manager oversees day-to-day performance across multiple business process outsourcing (BPO) partners supporting our enterprise contact center operations (~600 agents).

Key Responsibilities

• Oversee daily operations across BPO partners to ensure SLA, CSAT, and quality targets are achieved
• Conduct weekly and monthly business reviews with vendor leadership
• Monitor forecasting accuracy, staffing alignment, and productivity performance
• Identify performance gaps and implement corrective action plans with vendor leadership
• Interpret and manage vendor contracts, SOWs, and performance guarantees
• Partner with Finance and Legal on contract negotiations and amendments
• Track financial performance including billing validation, cost efficiency, and ROI
• Ensure vendors meet compliance and risk standards
• Ensure consistent customer experience across all vendor sites
• Standardize quality calibration processes across enterprise partners
• Escalate and resolve systemic experience issues across vendors
• Drive continuous improvement initiatives that enhance CX outcomes
• Act as primary liaison between internal stakeholders and BPO partners
• Align vendor strategy with corporate objectives
• Partner with WFM, Training, QA, Product, and Client teams to ensure integrated execution

Required Qualifications

• 5+ years contact center or BPO management experience
• Direct experience managing outsourced partners
• Strong understanding of vendor contracts and commercial agreements
• Proven ability to manage large, distributed teams through influence
• Financial acumen and reporting expertise

PREFERRED QUALIFICATIONS

• Ability to work in the U.S. without sponsorship
• Ability to meet the location requirement outlined above

PAY RANGE

The targeted full-time base salary for this position is $83,800.00 to $125,900 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.