What are the responsibilities and job description for the BPO Manager position at Walker Bowen Talent Partners?
Walker Bowen Talent Partners has partnered with a scaling non-emergency medical transportation (NEMT) health tech company to support their growth as they continue to expand their services and partnerships across the US.
If you’re inspired by expanding patient care services while working alongside a team of collaborative, energetic, and all-around good people, then we’d love to chat!
Our Client
Our client is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. Our client employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient experience in the process. They serve the largest Medicare Advantage, Medicaid, and provider programs in the country.
Join client's growing team as their next BPO Manager where you will lead cross-functional coordination across their BPO partner network supporting auxiliary teams, reporting to the Director of BPO Operations.
Primary Responsibilities
- Serve as the primary point of contact between our client and BPO partner sites supporting auxiliary teams.
- Build trusted, accountable partnerships with BPO site leadership across multiple vendors and locations.
- Monitor partner performance against contractual SLAs and escalate risk early, with data to support each recommendation.
- Coordinate daily with Workforce Management, Training, Quality, and other department leads to align BPO execution within our client's standards.
- Translate client and internal stakeholder requirements into clear operational direction for BPO partner sites.
- 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.
- Uphold contractual compliance across all partner sites through adherence to Service Level Agreements (SLA) and Quality Assurance requirements. Support CMS and health plan compliance requirements, including language access (LEP) standards.
- Track and report site-level performance: SLA attainment, QA scores, defect rates, and AHT across all BPO partners.
- 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.
- Perform additional tasks as necessary to support the evolving needs of BPO operations.
Requirements
Required Qualifications
- At least three (3) years of leadership experience, including managing outsourced or BPO vendor relationships.
- A high school diploma or equivalent.
- Proficiency in contact center platforms, workforce management tools, and QA monitoring systems.
- A firm grasp of reporting and data analysis, with the ability to spot trends across multiple partner sites.
- Strong communication skills, both verbal and written, and the ability to influence partner site leadership and internal teams without direct authority.
- Advanced problem-solving abilities and comfort coordinating across multiple vendor systems and technologies.
- The flexibility to adapt to changes in business needs, client requirements, and vendor operating models.
Preferred Qualifications
- Bachelor’s degree or equivalent
- Experience managing multiple vendor sites or global and offshore BPO partners.
- Previous experience with Medicaid, Medicare, and Non-Emergency Medical Transportation (NEMT) guidelines.
- Bilingual; fluent in both English and Spanish.
Job Requirements
- Must pass a criminal background record check.
- US Citizenship or Green Card required.
- Must be able to work flexible shifts with occasional weekend work.
Benefits
Our client offers a remote-first work environment, competitive compensation, and comprehensive benefits including:
- Career growth and development opportunities in a mission-driven organization
- Competitive salary and annual bonus opportunities
- Comprehensive medical, dental, and vision insurance
- 401(k) with company match
- Generous PTO, paid company holidays, and paid parental leave