BPO Operations Analyst

Jobgether

3d • $60,000 - $70,000

About The Position

This role offers the opportunity to drive operational excellence across BPO engagements, ensuring alignment with organizational goals while maximizing efficiency and stakeholder satisfaction. You will serve as a consultant to business units, field offices, and corporate functions, troubleshooting issues, streamlining processes, and supporting continuous improvement initiatives. The position requires close collaboration with internal stakeholders and external vendors, as well as project management of special initiatives to optimize BPO performance. Ideal candidates thrive in fast-paced environments, excel in problem-solving, and have a strong analytical mindset combined with excellent communication skills. This is a dynamic, high-impact role that blends operational oversight, process improvement, and strategic consulting.

Requirements

• Bachelor’s degree required.
• 3+ years of experience in BPO operations or related operational consulting roles.
• Hands-on experience with BPO solution design, transition planning, and ongoing operations.
• Strong communication skills (written, verbal, and listening) and ability to interact with executive-level stakeholders.
• Critical thinking and problem-solving skills to evaluate solutions and implement process improvements.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Microsoft Teams.
• Ability to manage multiple priorities in a fast-paced environment, demonstrating results-driven and detail-oriented work habits.

Nice To Haves

• Experience evaluating vendor performance, tracking metrics, and managing service level agreements (SLAs) preferred.
• Background in employee benefits, insurance brokerage, or project management preferred.

Responsibilities

• Oversee BPO engagement performance, including participation in monthly status and quarterly business review meetings.
• Serve as the primary point of contact for business units, facilitating issue resolution, troubleshooting, and process improvement initiatives.
• Identify opportunities for process streamlining, automation, and efficiency gains, implementing solutions to drive measurable results.
• Manage special projects, acting as project manager for initiatives assigned by leadership to ensure timely and aligned deliverables.
• Capture, track, and report on BPO engagement performance, program savings, and benefits to inform strategic decisions.
• Support internal teams with documentation, case studies, and content creation to share BPO learnings and best practices.
• Collaborate across teams and functions to enhance BPO adoption and maximize value realization.

Benefits

• Competitive base salary range: $60,000 – $70,000 per year, with potential variable compensation, commission, or annual bonus.
• Health, well-being, and retirement benefits, including 401(k) plan options.
• Paid time off, flexible work arrangements, and reimbursement for job-related expenses.
• Learning and development opportunities to enhance professional growth.
• Employee perks and discounts, fostering engagement and well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level