Manager, International BPO Operations

Concora Credit Inc.•Akron, OH

About The Position

The Manager, International BPO Operations is accountable for the end-to-end performance, quality, and continuous improvement of one or more functional areas outsourced to international BPO partners. The role oversees partner locations worldwide to ensure consistent, high-quality service delivery and works in consultative partnership with Operations Directors to align outsourced execution with functional objectives and broader operational priorities. The position calls for an Owner–Operator mindset, with hands-on accountability for outcomes, proactive execution, and disciplined operational ownership.

Requirements

High school diploma or GED required.
Approximately 5 or more years in a call center, customer service, or operations environment is preferred.
Prior experience in a supervisory or team lead role is preferred.
Strong ability to interpret KPIs and performance data, with comfort in reporting and trend analysis.
Excellent written and verbal communication skills, including the ability to influence without direct authority.
Demonstrated problem-solving and organizational skills and an Owner–Operator mentality.
Proficiency in Microsoft Office.
Ability to travel internationally periodically, approximately 20%, and a valid passport.

Nice To Haves

Bachelor’s degree or equivalent experience.
BPO or vendor management experience.
Experience in a regulated environment.
Familiarity with contact center technologies.

Responsibilities

Serve as the primary liaison between Concora Credit and international BPO partners for assigned functional areas.
Collaborate with Operations Directors to align outsourced execution with functional objectives, service standards, and broader operational priorities.
Provide data-driven insights on BPO performance, capacity, and risks to support decision-making and continuous improvement.
Oversee daily service delivery across partner sites for assigned functional areas and monitor SLAs and KPIs to ensure quality and productivity targets are met.
Analyze performance trends and operational data to identify gaps, risks, and opportunities, and present actionable recommendations.
Drive continuous improvement by implementing process enhancements and sharing best practices across BPO partners.
Ensure adherence to Concora Credit policies and applicable regulations, including FDCPA and TCPA, through reviews and service surveys as appropriate.
Manage escalations and issue resolution through root-cause analysis, corrective action planning, and partner follow-through.
Foster cross-functional alignment with Training, Quality, Workforce Management, IT, and other teams so partners remain informed and equipped.
Develop and execute corrective action plans when performance goals are not met, own outcomes through resolution, and communicate progress.
Support financial and contract management for assigned functional areas, including invoice review and performance-based adjustments.
Stay current on industry best practices and recommend improvements to keep outsourced operations efficient, compliant, and customer-focused.

Benefits

Medical, dental, and vision insurance for the employee and family.
Paid time off (PTO).
Six company-observed paid holidays and three paid floating holidays.
401(k) after 90 days, with an employer match of up to 4%.
Pet insurance.
Wellness perks, including onsite fitness equipment at both locations, an Employee Assistance Program (EAP), and access to the Headspace app.
Tuition reimbursement.
Flexible Spending Accounts.
Life and AD&D insurance.
Company-paid long-term disability and voluntary short-term disability.