BPO Manager

Walker Bowen Talent Partners

San Antonio (TX)

On-site

USD 85,000 - 115,000

Full time

14 days+

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Benefits offered by this job

Remote-first work environment

Competitive compensation

401(k) with company match

Generous PTO

Job summary

Walker Bowen Talent Partners is seeking a Texas-based BPO Manager to lead cross-functional coordination across the BPO partner network and auxiliary teams. This role reports to the Director of BPO Operations and focuses on aligning workforce management, training, QA, and other leads around shared standards.

You will manage relationships with BPO partner sites, monitor performance against SLAs, and implement corrective actions in collaboration with site leadership to ensure client commitments are

Qualifications

Minimum 3+ years leading teams or managing outsourced/vendor relationships.
Experience managing BPO/vendor relationships or contact center operations.
Strong reporting and data analysis skills to track KPIs across sites.
Excellent written and verbal communication with cross-functional influence.

Responsibilities

Serve as primary liaison between client and BPO partner sites.
Lead cross-functional coordination across Workforce Management, Training, Quality and other leads.
Monitor SLA performance and escalate risks with data-driven recommendations.
Drive corrective actions with vendor site leadership to meet client commitments.

Skills

Leadership

Communication

Data analysis

Vendor coordination

Problem solving

Influencing without authority

Education

High School Diploma or equivalent

Bachelor’s degree or equivalent

Tools

Call Center Platforms

Workforce Management Tools

QA Monitoring Systems

Job description

Full time | Walker Bowen Talent Partners | United States

State/Province Texas

City San Antonio

78201

Job Description

Walker Bowen Talent Partners has partnered with a scaling non-emergency medical transportation (NEMT) health tech company to support their growth as they continue to expand their services and partnerships across the US.

We're searching for their next Texas based BPO Manager to lead cross-functional coordination across their BPO partner network and supporting auxiliary teams in a scaling and ambitious company.

If you’re inspired by expanding patient care services while working alongside a team of collaborative, energetic, and all-around good people, then we’d love to chat!

Our Client

Our client is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. Our client employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient experience in the process. They serve the largest Medicare Advantage, Medicaid, and provider programs in the country.

Role Overview

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

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 elevate 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.

Requirements

Required 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