Remote Operations Manager for Agent Enablement

Jobgether•Indianapolis, IN

2d•Remote

About The Position

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Remote Agent Enablement & Vendor Operations Manager. In this role, you will have the opportunity to lead a dynamic team that supports BPO partners across various industries. Your strategic oversight and implementation of coaching and performance initiatives will be crucial in enhancing customer satisfaction, quality, and operational efficiency. You will collaborate closely with cross-functional teams to ensure that all programs are not only effective but also sustainable, leveraging data-driven insights for continuous improvement. This position offers a significant chance to influence operational outcomes in a high-paced environment while supporting agent development and organizational growth.

Requirements

5+ years in BPO/contact center operations, including 3+ years in a leadership role.
Experience in agent performance enablement and behavior-change programs.
Solid understanding of contact center organizations and interdependencies.
Proven experience managing BPO/vendor relationships and driving results.
Strong analytical skills with experience in performance metrics and BI tools.
Hands-on experience with AI and customer experience tooling.
Excellent communication and skills in influencing stakeholders.

Responsibilities

Leading and developing a team of Performance Specialists for Agent Enablement & Vendor Operations.
Owning the strategy for coaching frameworks and performance improvement initiatives.
Collaborating with BPO leadership on performance expectations and improvement plans.
Aligning programs with staffing and scheduling constraints for operational feasibility.
Working with Training and Quality teams to support new launches and workflows.
Using AI and data to measure program impacts and drive continuous improvement.
Standardizing playbooks and reporting for scalability and clarity.