Support Services Group

Program Manager

Support Services Group

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Job Level

SeniorLead

Tech Stack

Tableau

About the role

  • Oversee a network of ~3,000 agents across multiple outsourcing partners
  • Validate daily staffing vs. committed projections from each vendor
  • Monitor daily schedule adherence, shrinkage, or interval compliance
  • Authorize, deny, or ask vendors for OT or VTO
  • Drill down on daily / weekly / monthly outliers
  • Apply threshold actions if consecutive intervals missed
  • In shared networks, re-route volume as applicable per the thresholds
  • Lead daily 15 minute huddles with all vendors to review the day before and today’s game plan
  • Issue formal warnings for missed metrics
  • Act as a point of contact if vendor claims system issues or tool slowness
  • Apply occupancy monitoring
  • Perform random audits of billable hours
  • Design and execute the placement strategy for 3,000+ team members
  • Rigorous management of vendor KPIs (CSAT, AHT, Quality, Attrition)
  • Conduct Weekly/Monthly Business Reviews (WBR/MBR)
  • Monitor billing to ensure zero financial wastage
  • Strict enforcement of Master Services Agreements (MSAs) and SOWs
  • Coordinate with Workforce Management (WFM) to ensure correct staffing for seasonal peaks
  • Ensure operational processes are consistent across all vendors
  • Monitor vendor health and operational stability.

Requirements

  • 7+ years of professional experience in BPO, ideally with both WFM and Operational background
  • Proven track record managing large-scale operations (1,000+ seats) across multiple geographies or sites.
  • Bachelor’s degree in Business, Finance, Supply Chain, or Operations Management.
  • Familiarity with WFM tools (e.g., Calabrio, Verint, IEX) and BPO reporting dashboards (e.g., PowerBI, Tableau).
  • Experience with SOWs (Statements of Work) and understanding SLA (Service Level Agreement) structures.
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
vendor managementoccupancy monitoringKPI managementBPO operationsstaffing projectionsaudit processesplacement strategyfinancial monitoringSOW managementSLA understanding
Soft Skills
leadershipcommunicationorganizational skillsproblem-solvinganalytical skillsteam collaborationdecision-makingperformance managementconflict resolutionadaptability