Job Details

Program Manager About the Role:

Summary:

Oversee a network of ~3,000 agents across multiple outsourcing partners, ensuring strict operational accountability and financial efficiency.

• WFMaaS Specific:

• Validate daily staffing vs. committed projections from each vendor

• Monitor daily schedule adherence, shrinkage, or interval compliance (depending on model)

• Intraday staffing adjustments: Authorize, deny, or ask vendors for OT or VTO

• AHT / Productivity: drill down on daily / weekly / monthly outliers

• Interval Management: Apply threshold actions if consecutive intervals missed

• Queue balancing: in shared networks, re-route volume as applicable per the thresholds

• Lead daily 15 minute huddles with all vendorsto review the day before and today's game plan

• Corrective plans: issue formal warnings for missed metrics

• Act as a point of contact if vendor claims system issues or tool slowness to validate and escalate

• Occupancy monitoring (depending on the model)

• Billable hour audit: randomly perform audits

• Network Strategy: Design and execute the placement strategy for 3,000+ team members, deciding which vendors handle specific volumes to maximize quality and minimize cost.

• Performance Accountability: Rigorous management of vendor KPIs (CSAT, AHT, Quality, Attrition); conduct Weekly/Monthly Business Reviews (WBR/MBR) to drive adherence to targets.

• Cost Control: Monitor billing to ensure zero financial wastage; audit invoices to guarantee 100% accuracy against contract terms.

• Contract Enforcement: Strict enforcement of Master Services Agreements (MSAs) and Statements of Work (SOWs), including applying penalty clauses or service credits for underperformance.

• Capacity Planning: Coordinate with Workforce Management (WFM) to ensure vendors are staffed correctly for seasonal peaks and daily fluctuations without over-billing.

• Standardization: Ensure operational processes are consistent across all different vendors to maintain a unified customer experience.

• Risk Management: Monitor vendor health and operational stability to prevent service interruptions across the network.

Skills & Attributes:

• Skills (Hard Skills):

• Financial Modeling: Advanced Excel/Google Sheets skills to analyze billing models (e.g., productive hours vs. available hours) and spot inefficiencies.

• Data Analysis: Ability to synthesize data from multiple disparate vendor systems into a single "truth" to judge performance objectively.

• BPO Operations Knowledge: Understanding of how BPOs operate and make profit (occupancy, attrition, shrinkage)

• Attributes (Soft Skills):

• "Trust but Verify" Mindset: Skeptical and investigative; does not accept reports at face value without validation.

• High Accountability: Comfortable having difficult conversations and delivering "bad news" to external partners when performance lags.

• Cultural Intelligence: Ability to work effectively with vendors that may be located in different geographies (e.g., Philippines, India, LATAM, Nearshore).

• Decisive: Capable of making quick decisions on moving volume between vendors if one site goes down or underperforms.

Qualifications:

• Experience: 7+ years of professional experience in BPO, ideally with both WFM and Operational background

• Scale Experience (Ideal): Proven track record managing large-scale operations (1,000+ seats) across multiple geographies or sites.

• Education: Bachelor's degree in Business, Finance, Supply Chain, or Operations Management.

• Technical Proficiency: Familiarity with WFM tools (e.g., Calabrio, Verint, IEX) and BPO reporting dashboards (e.g., PowerBI, Tableau).

• Contracting: Experience with SOWs (Statements of Work) and understanding SLA (Service Level Agreement) structures.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.