[Hiring] BPO Manager @Walker Bowen Talent Partners

Role Description

Join client's growing team as their next BPO Manager where you will lead cross-functional coordination across their BPO partner network supporting auxiliary teams, reporting to the Director of BPO Operations. This role owns the relationship between our client and their BPO partner sites. You will align workforce management, training, quality, and other department leads around one set of standards, then hold partner sites accountable to them. You will work across departments and across vendor organizations to keep performance, compliance, and client commitments on track.

Primary Responsibilities

• Vendor Partnership Management:
  • Serve as the primary point of contact between our client and BPO partner sites supporting auxiliary teams.
  • Build trusted, accountable partnerships with BPO site leadership across multiple vendors and locations.
  • Monitor partner performance against contractual SLAs and escalate risk early, with data to support each recommendation.
• Cross-Functional Coordination:
  • Coordinate daily with Workforce Management, Training, Quality, and other department leads to align BPO execution within our client's standards.
  • Translate client and internal stakeholder requirements into clear operational direction for BPO partner sites.
  • Partner with Workforce Management on staffing plans, forecasts, and schedule adherence across partner sites.
  • Clearly communicate job expectations to BPO site leads and conduct performance reviews grounded in shared metrics.
• Operational and Strategic Planning:
  • Uphold contractual compliance across all partner sites through adherence to Service Level Agreements (SLA) and Quality Assurance requirements.
  • Support CMS and health plan compliance requirements, including language access (LEP) standards.
• Performance and Quality Assurance:
  • Track and report site-level performance: SLA attainment, QA scores, defect rates, and AHT across all BPO partners.
  • Support quality calibration sessions across vendor sites to maintain consistent scoring and standards.
  • Identify performance gaps and drive corrective action plans in partnership with BPO site leadership.
• Other Duties:
  • Perform additional tasks as necessary to support the evolving needs of BPO operations.

Qualifications

• At least three (3) years of leadership experience, including managing outsourced or BPO vendor relationships.
• A high school diploma or equivalent.
• Proficiency in contact center platforms, workforce management tools, and QA monitoring systems.
• A firm grasp of reporting and data analysis, with the ability to spot trends across multiple partner sites.
• Strong communication skills, both verbal and written, and the ability to influence partner site leadership and internal teams without direct authority.
• Advanced problem-solving abilities and comfort coordinating across multiple vendor systems and technologies.
• The flexibility to adapt to changes in business needs, client requirements, and vendor operating models.

Preferred Qualifications

• Bachelor’s degree or equivalent.
• Experience managing multiple vendor sites or global and offshore BPO partners.
• Previous experience with Medicaid, Medicare, and Non-Emergency Medical Transportation (NEMT) guidelines.
• Bilingual; fluent in both English and Spanish.

Job Requirements

• Must pass a criminal background record check.
• US Citizenship or Green Card required.
• Must be able to work flexible shifts with occasional weekend work.

Benefits

• Our client offers a remote-first work environment, competitive compensation, and comprehensive benefits including:
• Career growth and development opportunities in a mission-driven organization.
• Competitive salary and annual bonus opportunities.
• Comprehensive medical, dental, and vision insurance.
• 401(k) with company match.
• Generous PTO, paid company holidays, and paid parental leave.