Manager, BPO Operations

Job Description: 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. Requirements: 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 Benefits: Medical, Dental and Vision Coverage 401K Plan with Company Match Paid Time Off (PTO) Paid Parental Leave Short Term Disability Work Life Assistance Program Health Savings and Flexible Spending Accounts Education Benefits Worldwide Scholarship Program Volunteer Opportunities Apply To this Job Company : Henry Schein Salary : Work from home .