BPO Operations Manager — Partnerships & Quality

SafeRide Inc; San Antonio (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

SafeRide Health is seeking a BPO Manager to lead cross-functional coordination across our BPO partner network, supporting auxiliary teams and reporting to the Director of BPO Operations. You will own the relationship between SafeRide Health and our 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.

Qualifications

• At least three (3) years of leadership experience, including managing outsourced or BPO vendor relationships.
• A firm grasp of reporting and data analysis across multiple partner sites.
• Strong communication skills and ability to influence without direct authority.
• Experience coordinating across vendor systems and technologies and adapting to changing needs.

Responsibilities

• Vendor Partnership Management: serve as the primary contact between SafeRide Health and BPO partner sites.
• Cross-Functional Coordination: align Workforce Management, Training, Quality with SafeRide Health standards.
• Operational and Strategic Planning: ensure SLA compliance and QA requirements across sites.
• Performance and Quality Assurance: track SLA attainment, QA scores, defect rates, and AHT.
• Other Duties: support evolving needs of BPO operations.

Skills

Leadership

Vendor management

Communication

Data analysis

Cross-functional coordination

Problem solving

Education

Bachelor’s degree (preferred)

High school diploma or equivalent

Tools

Contact center platforms

Workforce management tools

QA monitoring systems

Job description

SafeRide Health is seeking a BPO Manager to lead cross-functional coordination across our BPO partner network, supporting auxiliary teams and reporting to the Director of BPO Operations. You will own the relationship between SafeRide Health and our 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.