Multi-Brand Contact Center Lead & BPO Champion

Authority Brands; Atlanta (GA); On-site; USD 130,000 - 170,000; Full time

Job summary

Authority Brands is seeking a Senior Manager, Contact Center Operations to lead day-to-day multi-brand contact center execution with external BPO partners. This role drives adoption across brand and franchise operations, translating enterprise playbooks into brand-level onboarding, training, and performance improvements.

The leader will govern BPO performance, maintain strong relationships with franchise owners and brand leaders, and ensure compliance with quality, privacy, and enterprise

Qualifications

• 5+ years of progressive contact center operations experience, including direct management of external BPO partners.
• Experience operating across multiple brands or franchise systems is preferred.
• Strong knowledge of contact center operations, workforce planning, and quality assurance.

Responsibilities

• Manage multi-brand contact center operations delivered through external BPO partners, ensuring execution aligns with enterprise standards and brand requirements.
• Build relationships with brand leaders, franchise owners, and operations teams to drive adoption of call center services.
• Translate enterprise playbooks into brand-level onboarding, training, and performance-improvement plans.
• Lead BPO governance, including scorecards, SLAs, staffing, forecasting, and escalation management.
• Monitor KPIs such as service level, handle time, conversion, cost per contact, and customer satisfaction.
• Identify gaps from performance data and franchise feedback, and recommend changes to scripts and workflows.
• Coordinate seasonal readiness, demand planning, and onboarding of new brands with BPO and internal partners.
• Create reporting and leadership reviews highlighting results, risks, and required actions.
• Ensure customer interactions, processes, and partner practices meet quality and privacy standards.
• Support budget management and vendor invoicing to maximize value for franchise owners and customers.

Skills

Contact center operations

BPO governance

Stakeholder management

Analytical skills

Change management

Vendor governance

Education

Bachelor’s degree

Job description

Authority Brands is seeking a Senior Manager, Contact Center Operations to lead day-to-day multi-brand contact center execution with external BPO partners. This role drives adoption across brand and franchise operations, translating enterprise playbooks into brand-level onboarding, training, and performance improvements.

The leader will govern BPO performance, maintain strong relationships with franchise owners and brand leaders, and ensure compliance with quality, privacy, and enterprise