BPO Operations Manager – Rio Rancho, NM

About the role

The BPO Operations Manager will coordinate operational support for a Business Process Outsourcing program in Rio Rancho. This individual contributor role provides day‑to‑day support, improves work processes, and delivers employee training and orientation.

Key responsibilities

• Ensure strict compliance with all applicable laws, rules, and regulations governing service provision.
• Oversee confidentiality and compliance agreements, requiring employees to acknowledge proprietary information requirements.
• Enforce client‑specific policies and procedures, including access, security, and operational standards.
• Lead and manage staff performance through coaching, counseling, and performance evaluations.
• Develop, update, and maintain job descriptions, operational checklists, and knowledge‑management documents.
• Analyze performance data, prepare reports, and participate in relevant projects.
• Oversee end‑to‑end work processes such as hiring, training, employee relations, payroll, billing, and expense resolution.
• Prepare and deliver business reviews and presentations to internal stakeholders and clients.
• Manage resource allocation and scheduling to consistently meet Service Level Objectives and client deadlines.
• Drive financial performance with full P&L responsibility and accountability.

Required profile

• 5+ years of business experience in a customer‑service‑related environment.
• Proven ability to manage compliance, confidentiality, and client‑specific policies.
• Experience leading teams, conducting performance evaluations, and providing coaching.
• Strong analytical skills for interpreting performance data and preparing reports.
• Ability to develop and maintain operational documentation and knowledge‑base materials.
• Experience with resource planning, scheduling, and meeting service level objectives.
• Financial management experience, including full P&L accountability.

Required skills