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Tier-1 brand and metro location increase applicant density, while senior BPO partner specialization limits it.
Role requires deep BPO partner and customer-support operations experience, limiting cross-industry transferability.
Explicit 8–16 years requirement plus mandatory BPO partner experience and technical reporting skills enforces strict filtering.
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Own the overall performance and operational success of assigned partners, services, or languages within the global Customer Support Delivery function.
Drive partner performance through performance analysis, stakeholder management, and operationalizing business process outsourcing (BPO) across multiple partners/services simultaneously.
Lead continuous improvement and strategic initiatives, collaborating with internal teams and partners to align with company goals and ensure consistent, high-quality support delivery.
8-16 years of progressive experience in customer service or operations, including 5+ years in partner management within a BPO environment.
Proven experience driving partner performance and managing real-time crisis situations with decision-making authority for losses.
Proficiency in data analysis and reporting tools such as Tableau, Salesforce, SQL, Excel, Google Sheets.
Willingness to work weekends, be on-call as needed, and travel across Europe, APAC, and North America.
Experienced in managing large-scale BPO partnerships with a strong operational and strategic focus.
Demonstrated ability to translate strategy into actionable plans and drive performance through data-driven decision making and stakeholder influence.
Skilled in coordinating complex initiatives across multiple regions and functions while maintaining high organizational standards and responsiveness in fast-paced environments.