BPO Performance Manager

Job Description

As our BPO Performance Manager, you will be responsible for ensuring that our Business Process Outsourcer (BPO) partners deliver high-quality, consistent, effective, and efficient support experiences that align with our brand values and customer expectations.

*This is a hybrid office environment, 3 days a week in the office in Portland*

Key accountabilities and decision ownership:

• Act as the primary NA liaison between Sage and BPO teams (L&D, Quality and Coaching, WFM, CS Operations, and IT).
• Conduct regular performance reviews with BPO partners to assess progress and align goals. Drive initiatives to improve customer satisfaction and reduce contact volume.
• Liaise with the Global Vendor Manager on any changes or issues relating to the MSAs or SOWs. Ensure that the bonus malus clauses in the MSA are being utilized consistently
• Develop and maintain performance dashboards and executive reports. Provide actionable insights to leadership based on data analysis and customer trends.
• Work closely with internal stakeholders (CS Operations, Product, Engineering, Marketing, Sales) to relay customer insights.
• Support the rollout of new tools, processes, and support channels across BPO sites.
  
  
  
  
  
  

Skills, Know-how, and Experience:

• Excellent verbal and written communication skills. Experience leading contact center support teams. Proven ability to lead cross-functional teams and influence without authority.
• Deep understanding of contact center operations. Knowledge of omnichannel support (voice, chat, email, social media, ticketing). Experience with quality assurance and project management processes.
• Strong command of customer support metrics and KPIs, proficiency with data analytics tools, experience with BI & CRM platforms. Skilled in identifying inefficiencies and implementing scalable solutions, with the ability to lead process audits and drive continuous improvement initiatives.
• Ability to define optionality and recommend an action plan, see and understand the bigger picture, and identify future opportunities. Be assertive and self-driven.
• 3 + years of call center experience or service industry experience and proven leadership responsibility.
  
  
  
  
  
  

Perks? We have plenty.

• Competitive salaries that landed us in the top 5% of similar-sized companies (according to Comparably).
• Comprehensive health, dental, and vision coverage.
• 401(k) retirement match (100% matching up to 4%).
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday).
• 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
• 5 days paid yearly to volunteer (through Sage Foundation).
• $5,250 tuition reimbursement per calendar year starting 6 months after the hire date.
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually).
• Library of on-demand career development options and ongoing training offerings.
  
  
  
  
  
  

What it’s like to work at Sage:

Careers homepage - https://www.sage.com/en-us/company/careers/

Glassdoor reviews - https://www.glassdoor.com/Reviews/Sage-Reviews-E1150.htm

LinkedIn page - https://www.linkedin.com/company/sage-software