We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Expected Profile
• Proven Operations Manager with experience leading complex BPO, back-office, logistics, insurance, or process-driven operations.
• Highly proactive and naturally curious; identifies risks and opportunities before they become operational issues.
• Operates independently and does not require constant direction, follow-up, or handholding.
• Strong business acumen with the ability to connect operational performance to financial results, client satisfaction, and business outcomes.
• Obsessed with operational excellence, workforce optimization, productivity improvement, and process simplification.
• Demonstrated experience managing attendance, attrition, staffing, productivity, quality, and customer experience metrics simultaneously.
• Expert in root cause analysis and capable of translating data into actionable business decisions.
• Strong analytical skills with advanced Excel proficiency (Pivot Tables, XLOOKUP/VLOOKUP, Index Match, Power Query preferred) and experience creating executive-level reports and business reviews.
• Comfortable presenting performance, insights, risks, and action plans directly to Directors, Clients, and Executive Leadership.
• Challenges the status quo and continuously identifies opportunities for automation, efficiency, and scalability.
• Strong leadership presence with the ability to influence managers, team leaders, support groups, and clients.
• Demonstrated ability to drive accountability and performance management at all organizational levels.
• Excellent stakeholder management skills, capable of partnering effectively with WFM, QA, Training, Recruitment, HR, IT, and Client Leadership.
• Strong decision-maker who can operate effectively in ambiguous situations with limited guidance.
• Sense of urgency with a bias for action and execution.
• Experience managing programs with contractual KPIs, service levels, productivity targets, and staffing commitments is highly preferred.
• Experience leading client-facing business reviews, operational reviews, and strategic planning sessions is strongly preferred.
Join the A-Team and experience the A-Life!
Skills Required
- Proven experience leading complex BPO, back-office, logistics, insurance, or process-driven operations.
- Experience managing attendance, attrition, staffing, productivity, quality, and customer experience metrics simultaneously.
- Strong analytical skills with advanced Microsoft Excel proficiency (Pivot Tables, XLOOKUP, VLOOKUP, Index Match).
- Power Query experience.
- Ability to create executive-level reports and conduct business reviews.
- Expertise in root cause analysis and translating data into actionable decisions.
- Experience operating independently and driving accountability across organizational levels.
- Strong stakeholder management and ability to partner with WFM, QA, Training, Recruitment, HR, IT, and Client Leadership.
- Comfortable presenting performance, insights, risks, and action plans to Directors, Clients, and Executive Leadership.
- Demonstrated focus on workforce optimization, productivity improvement, process simplification, and automation.
- Experience managing programs with contractual KPIs, service levels, productivity targets, and staffing commitments.
- Experience leading client-facing operational reviews and strategic planning sessions.
What We Do
Acquire Intelligence is a global business transformation company and leading provider of business process outsourcing (BPO) and AI consulting services. Using their Automate, Eliminate, Reallocate framework, they blend process improvement and automation with global outsourcing to help businesses eliminate inefficiencies, drive scale, and achieve real-world outcomes.
