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.
Accountabilities
- 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.
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.
Benefits
- Remote-First Flexibility: Work from anywhere and choose your hours.
- Unlimited PTO and company-wide recharge days.
- Weekly meal credits and travel discounts.
- Generous parental leave and family-friendly benefits.
- Competitive salary, equity options, and comprehensive benefits.
- Access to wellness budgets and professional development funds.
Why Apply Through Jobgether?
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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