Senior Outsourced Service Operations Manager

In this role you will:

- Manage the operational performance of multiple product lines at multiple BPO site through building and maintaining effective relationships with operational site leadership
- Demonstrate expertise in BPO Operations and Vendor Management by maintaining a deep understanding of contract adherence, staffing models, and agent technology suites, while gaining a functional understanding of product lines to contextualize customer issues.
- Be a Champion of BILL culture cross-functionally through actively embodying BILL values, enhancing engagement, and facilitating culture-building activities
- Develop expertise in the agent technology suite including Five9, Salesforce, Google Suite, etc.
- Set clear objectives and timelines to hold BPO Leadership accountable for meeting and exceeding KPI goals and metrics including SLA standards
- Regularly review performance metrics to identify areas where performance does not meet expectatio...