As a Customer Care Operations Manager, you will be responsible for expanding, optimizing, and managing our global BPO network. Your focus will be on: Identifying and onboarding top-tier BPO partners; Ensuring performance excellence through data-driven management and driving cost efficiencies; and Implementing new tools to minimize manual processes and improve operational agility
What will you do
1. BPO Performance & Performance Optimization
Own end-to-end performance management of BPO partners.
Troubleshooting on-ground issues in coordination with relevant stakeholders (IT, Telephony)
Track KPIs (CSAT, AHT, FCR, cost per contact) to drive continuous improvement.
Leverage AI-powered analytics to enhance agent productivity and reduce inefficiencies.
2. Expansion & Due Diligence
Identify and assess new BPO partners to scale customer care operations.
Conduct operational, compliance, and IT due diligence before onboarding.
Negotiate high-performance SLAs that optimize cost, efficiency, and CX quality.
Seamlessly integrate BPOs into our AI-powered support ecosystem.
3. Workforce Efficiency Process
Optimize staffing models with AI-driven forecasting to balance demand and cost.
Ensure strict adherence to staffing schedules to meet SLAs and avoid coverage gaps.
Implement real-time monitoring tools to track workforce availability.
4. Automation & Process Optimization
Identify manual, repetitive tasks and introduce AI-powered tools for efficiency.
Work cross-functionally to streamline workflows and minimize human intervention.
What we need
AI & Automation Mindset – Familiarity with AI-powered customer care tools and automation frameworks;
Data-Driven Decision Making – Ability to analyze trends, forecast demand, and drive improvements;
Operational Rigor – Strong focus on roster adherence, staffing models, and workforce planning; and
Stakeholder & Vendor Management – Skilled in negotiating contracts and maintaining high-performance partnerships.
2+ Years of Experience in Operations and Vendor Management
