BPO Call Center - Vendor Operations Manager

Location: Structured hybrid role with at least three days per week in the office. Candidates must be able to work in one of these approved locations: Birmingham, AL (Downtown); Tampa, FL (Westshore District); or Blue Ash, OH.

Salary: $83,800–$125,900 per year.

Company

hirify.global provides smart money management and payment solutions.

What you will do

• Oversee daily operations across multiple BPO partners supporting enterprise contact center operations of approximately 600 agents.
• Monitor SLA, CSAT, quality, forecasting, staffing, productivity, and vendor performance targets.
• Lead weekly and monthly business reviews and implement corrective action plans for performance gaps.
• Manage vendor contracts, statements of work, performance guarantees, compliance, and risk standards.
• Partner with Finance and Legal on negotiations, amendments, billing validation, cost efficiency, and ROI.
• Coordinate with WFM, Training, QA, Product, Client, and other internal stakeholders to improve customer experience and execution.

Requirements

• 5+ years of contact center or BPO management experience.
• Direct experience managing outsourced partners and distributed teams through influence.
• Strong understanding of vendor contracts and commercial agreements.
• Financial acumen and reporting expertise.
• Ability to work in the U.S. without sponsorship.
• Ability to meet the approved location and structured hybrid office-attendance requirements.

Nice to have

• Bachelor’s degree.

Culture & Benefits

• Structured hybrid work arrangement with remote flexibility on non-office days.
• Inclusive and accessible hiring experience with accommodations available upon request.
• Reasonable accommodations are supported throughout the application and interview process.
• Visa sponsorship is not available.