Manager, International BPO Operations

Concora Credit Inc.•Akron, OH

About The Position

As a Manager, International BPO Operations, you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day. The impact you’ll have at Concora Credit: You’ll be accountable for the end-to-end performance, quality, and continuous improvement of one or more functional areas outsourced to international BPO partners, spanning all partner locations worldwide to ensure consistent, high-quality service delivery. We are looking for leaders who thrive in global, cross-functional environments and bring ownership, accountability, and proactive execution to operational challenges. This role reflects an Owner–Operator mindset—taking accountability for outcomes as if this were your own business and executing with disciplined, hands-on ownership to deliver results. You’ll work in a consultative partnership with Operations Directors, advising on outsourced execution, performance trends, risks, and improvement opportunities to ensure BPO operations align with functional objectives and broader operational priorities. We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

Requirements

High School Diploma or GED required; Bachelor’s degree preferred (or equivalent experience).
Approximately 5+ years in a call center, customer service, or operations environment preferred, with prior experience in a supervisory or team lead role also preferred.
BPO or vendor management experience is highly desirable.
Strong ability to interpret KPIs and performance data; comfort with reporting and trend analysis.
Excellent written and verbal communication skills, with the ability to influence without direct authority.
Demonstrated problem-solving and organizational skills with an Owner–Operator mentality.
Proficiency in Microsoft Office; contact center technologies a plus
Familiarity with regulated environments preferred.
Ability to travel internationally on a periodic basis (~20%); valid passport required.

Responsibilities

Serve as the primary liaison between Concora Credit and international BPO partners for assigned functional areas.
Collaborate with Operations Directors to ensure outsourced execution aligns with functional objectives, service standards, and broader operational priorities.
Provide data-driven insights on BPO performance, capacity, and risks to support informed decision-making and continuous improvement.
Oversee daily service delivery across all partner sites for assigned functional areas; monitor SLAs and KPIs to ensure quality and productivity targets are met.
Analyze performance trends and operational data to identify gaps, risks, and opportunities; present clear, actionable recommendations.
Drive continuous improvement by implementing process enhancements and sharing best practices across BPO partners.
Ensure compliance and quality by confirming adherence to Concora Credit policies and applicable regulations (e.g., FDCPA, TCPA), including periodic reviews and service surveys as appropriate.
Manage escalations and issue resolution through root-cause analysis, corrective action planning, and follow-through with partners.
Foster cross-functional alignment with Training, Quality, Workforce Management, IT, and other teams to ensure 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 related to 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 you and your family
Relax and recharge with Paid Time Off (PTO)
6 company-observed paid holidays, plus 3 paid floating holidays
401k (after 90 days) plus employer match up to 4%
Pet Insurance for your furry family members
Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
We invest in your future through Tuition Reimbursement
Save on taxes with Flexible Spending Accounts
Peace of mind with Life and AD&D Insurance
Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability