Senior Manager, Contact Center BPO & Workforce Management (Remote)

This position is a fully remote role. Travel is required up to 20% of the time to our BPO facilities and WI headquarters. We are seeking an experienced Senior Manager, Contact Center - BPO & Workforce Management to provide strategic leadership across outsourced contact center partners and enterprise workforce management functions. This role is critical in ensuring the right staffing, at the right time, at the right cost—while delivering a strong, consistent customer experience across both internal and external teams. This leader will serve as a key partner to third-party BPO providers, driving performance, capacity planning, and operational alignment, while also overseeing workforce management strategies that support business growth, peak planning, and cost optimization.

Responsibilities:

BPO Strategy & Partner Leadership Provide senior-level oversight and strategic direction for third-party BPO contact center partners. Partner with BPOs to align on hiring plans, ramp schedules, productivity targets, and attrition assumptions. Support vendor selection activities, including RFPs, onboarding, and contract negotiations. Monitor and optimize BPO performance through data-driven insights, KPI management, and ongoing operational reviews. Build strong working relationships across global partners and internal stakeholders. Workforce Management Leadership Lead workforce management strategy across contact center operations, including forecasting, capacity planning, scheduling, and headcount optimization. Ensure workforce plans support seasonal volume swings, peak periods, and long-term business needs. Guide and develop a team of analysts focused on performance metrics, staffing models, and operational reporting. Partner cross-functionally to align workforce plans with financial targets and customer experience goals. Operational & Strategic Impact Independently lead complex initiatives and cross-functional projects with decision-making authority. Serve as a key contributor to new systems or technology implementations affecting contact center operations. Use data and analytics to inform decisions, improve performance, and drive continuous improvement across internal and outsourced environments.

Qualifications:

Experience & Expertise 8-12 years of progressive leadership experience, with a strong background in contact center operations. 5+ years of experience in workforce management (forecasting, capacity planning, scheduling). 3+ years managing outsourced, offshore, or nearshore BPO partners. Experience supporting RFPs, vendor onboarding, or contract negotiations. Demonstrated understanding of the BPO landscape and evolving outsourcing models. Experience leading multisite or global contact center operations. Leadership & Skills Strategic thinker with the ability to translate business goals into operational plans. Strong data-driven decision-maker with excellent analytical skills. Effective communicator with the ability to influence across teams, levels, and cultures. Proven ability to manage competing priorities in a fast-paced, changing environment. Comfortable working across time zones and supporting global operations. Education Bachelor's degree required or equivalent experience. Advanced degree (MBA or similar) preferred. Why Join Us You'll have the opportunity to shape how outsourced partners and workforce strategies support a high-quality customer experience—at scale. This role offers visibility, influence, and the chance to drive meaningful operational impact across a complex, evolving contact center environment. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.