BPO Manager

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The BPO Manager will be responsible for developing, leading, and overseeing the implementation of call campaigns, strategies, procedures, and processes for all third-party vendors.
Responsibilities
• Responsible for working with assigned Vendor Partner(s) to meet KPI targets related to performance (ie: AHT, Repeats, NPS, OSAT, Escalations, etc). • Manage the relationship and performance of our Partners and help provide guidance and direction to them in order to achieve budgeted targets and continued customer base growth, and develop/implement strategies that generate incremental sales and revenue as well as new customer relationships.• Ensure action plans/glide paths are created and managed for low performance and hold the partner accountable to those plans. • Participation in Weekly, Monthly and Quarterly Business Reviews. • Achieve the best performance possible by creating and driving continuous improvement with the performance of the Vendor Partner. • Ability to motivate a large virtual workforce, leading by influence. • Comfortable creating and delivering effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of management.• Regular communication with the Partner to share operations changes, policy updates, upcoming training, etc. • Have an ownership mentality and sense of accountability as it relates to the vendor's performance results. • Steward of Vendor Contract terms to enforce compliance and Performance standards• Partner with WFM in meeting budgeted/ Forecasted staffing requirements at the vendor level.• Design/manage and deploy budgeted incentive campaigns with vendor in order to exceed performance benchmarks.
Qualifications
• Strong operational expertise with a minimum of 5 years in Call Center Management• 3+years' experience managing BPO's preferred.• Ability to travel more ~30% of the time and successfully lead and inspire a virtual workforce• Demonstrated leadership and influential capabilities • Must be an enthusiastic leader able to create an energetic and high performing team• A strong collaborator and influencer in cross functional and interdependent teams• Ability to work in a fast-paced environment, under pressure of tight deadlines• Challenges the status quo to identify areas for improvement, efficiency, and effectiveness• Steward of Vendor Contract terms to enforce compliance and Performance standards• Partner with WFM in meeting budgeted/ Forecasted staffing requirements at the vendor level.• Design/manage and deploy budgeted incentive campaigns with vendor in order to exceed performance benchmarks.
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $85,680 - $140,760 / year.
The starting payrate/range at time of hire for this position in New Jersey is $85,680 - $140,760 /year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.
Nearest Major Market: Plano
Nearest Secondary Market: Dallas