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SafeRide Health is seeking a BPO Manager to lead cross-functional coordination across their BPO partner network supporting auxiliary teams. You will report to the Director of BPO Operations and own the relationship between SafeRide Health and BPO partner sites, aligning workforce management, training, quality, and other department leads around unified standards while holding partner sites accountable.
Key responsibilities include serving as the primary point of contact between SafeRide Health and BPO partner sites, building trusted partnerships with BPO site leadership across multiple vendors and locations, and monitoring partner performance against contractual SLAs with early risk escalation. You will coordinate daily with Workforce Management, Training, Quality, and other department leads to align BPO execution with company standards, translating client and internal stakeholder requirements into clear operational direction.
You will 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. The role requires upholding contractual compliance across all partner sites through adherence to Service Level Agreements and Quality Assurance requirements, supporting CMS and health plan compliance including language access standards.
You will track and report site-level performance metrics including SLA attainment, QA scores, defect rates, and average handle time across all BPO partners. You'll 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.
Required qualifications include at least three years of leadership experience managing outsourced or BPO vendor relationships, high school diploma or equivalent, proficiency in contact center platforms and workforce management tools, strong data analysis and reporting skills, excellent communication abilities, and advanced problem-solving skills. Preferred qualifications include a bachelor's degree, experience managing multiple vendor sites or global/offshore BPO partners, experience with Medicaid/Medicare and Non-Emergency Medical Transportation guidelines, and bilingual English/Spanish fluency.
