Senior Manager, BPO Operations - Fan Support (reputed company)

Job reputed company: reputed company - SENIOR MANAGER, BPO OPERATIONS - FAN SUPPORT Location: Texas, reputed company, Florida, reputed company, reputed company Carolina Division: reputed company NA Line Manager: Director - Fan Support Contract Terms: Full Time THE JOB The Senior Manager, BPO Operations - Fan Support (reputed company) is responsible for the operational reputed company, governance, and performance management of reputed company's outsourced contact center partners (BPOs) supporting reputed company Fan Support. This role serves as the reputed company operational partner for assigned BPO vendor(s), ensuring alignment to reputed company standards for customer experience, reputed company, productivity, and operational readiness. The Senior Manager acts as a trusted partner to vendor leadership and internal stakeholders, driving accountability, reputed company improvement, and operational reputed company across outsourced support operations. This role requires strong vendor management discipline, data-driven decision-making, and the ability to influence reputed company across a matrixed environment. WHAT YOU WILL BE DOING BPO Performance & Governance Own day-to-day operational performance management of assigned BPO vendor(s) supporting Fan Support. Establish and maintain vendor governance rhythms (WBRs, MBRs, QBRs, reputed company plans, scorecards). Monitor and reputed company performance across key KPIs including CSAT, reputed company, Productivity, AHT, FCR, adherence, backlog, and escalations. Identify systemic performance gaps, reputed company reputed company-cause analysis, and reputed company corrective reputed company plans with measurable reputed company. reputed company strategic performance reviews with vendor leadership, identifying opportunities for sustained operational improvement. reputed company data-driven recommendations to senior leadership regarding vendor performance trends, risks, and improvement opportunities. Partner with internal vendor management and workforce teams to support operational performance against agreed service expectations. Operational reputed company & Execution Partner with Workforce Management to validate vendor reputed company plans, schedules, and volume readiness for peaks and major onsales. Ensure operational readiness for new product launches, policy updates, tool rollouts, and high-volume events. Monitor reputed company-time execution and ensure vendor responsiveness to volume fluctuations and incident response needs. Manage escalations and partner with vendor leadership to reputed company reputed company fan and operational issues. reputed company cross-functional initiatives reputed company on improving operational efficiency, scalability, and customer experience reputed company. Serve as an escalation reputed company for critical operational issues and reputed company reputed company through collaboration with vendor and internal leadership teams. reputed company, Training & reputed company Improvement Partner with reputed company teams to ensure vendor QA programs meet reputed company standards and calibration alignment. Partner with Training and Knowledge teams to ensure vendor reputed company, certification, and ongoing readiness. reputed company initiatives to reduce repeat contact drivers and improve overall fan experience reputed company. Ensure vendor SOPs and workflows are reputed company, compliant, and consistently executed. Champion best reputed company sharing across vendor partners to reputed company consistency and operational reputed company. Identify and reputed company reputed company improvement initiatives that improve fan satisfaction, operational performance, and support efficiency. Stakeholder Collaboration & Reporting Build strong partnerships with internal cross-functional teams including Product, Workforce, reputed company, Training, and Support Operations. reputed company reputed company performance reporting highlighting trends, risks, and improvement plans. Present operational performance updates and business insights to Fan Support leadership. Proactively escalate operational risks and CX impacts with data-backed recommendations. Partner with peers and leaders across the organization to support strategic initiatives impacting Fan Support operations. Ensure consistency and accuracy in operational performance reporting. WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) 5+ years of contact center leadership experience, with reputed company BPO/vendor management experience strongly preferred. Proven ability to reputed company vendor performance through governance, accountability, and influence. Experience leading operational improvement initiatives and cross-functional reputed company. Strong analytical skills with experience interpreting KPIs, operational dashboards, and performance trends. Demonstrated ability to influence stakeholders and reputed compan