BPO Sales Manager, Network Acquisition – Optimisation

• Own end-to-end relationships with all BPO/agency partners across countries, including onboarding, day-to-day management, escalations, and offboarding
• Act as the single point of accountability for BPO performance
• Negotiate and manage contracts, SLAs, and commercial terms with agencies
• Evaluate, select, and onboard new BPO partners for new markets
• Build a standardized operating framework with reporting cadences, WBRs, MBRs, and escalation paths
• Define and track KPIs/SLAs for each agency and market
• Build and maintain dashboards and reporting for real-time network performance visibility
• Identify underperforming partners or markets and drive corrective action plans
• Translate business targets into agency-level performance expectations
• Run calibration and quality assurance processes
• Own the BPO budget, including forecasting, spend tracking, and variance reporting
• Analyze cost-per-outcome across partners and markets and execute cost-optimization opportunities
• Provide budget and performance reporting to finance and leadership
• Design processes and governance for a multi-agency, multi-country, multilingual, and multicultural network
• Build and maintain expansion playbooks
• Work cross-functionally with the Acquisition team on targets, budgets, and reporting standards

Requirements

• Experience managing outsourced/BPO operations at scale, ideally across multiple countries or vendors simultaneously
• Experience in sales, acquisition and growth in high velocity environments
• Strong track record in vendor performance management, including setting KPIs/SLAs, running WBRs and MBRs, and driving accountability
• Budget ownership experience, including forecasting, tracking, and optimizing spend across multiple cost centers or vendors
• Comfortable building structure and process from a relatively unstructured starting point
• Strong analytical skills and experience with dashboards/reporting tools and CRM to track performance and cost
• Excellent stakeholder management and negotiation skills
• Comfortable operating across time zones and cultures
• Fluent in English
• French and/or Spanish would be an advantage

Core Competencies

Demonstrates expertise in managing outsourced BPO operations, including vendor performance management, budget ownership, and the development of standardized operating frameworks. Proficient in stakeholder management and analytical reporting to drive performance across multicultural and multilingual environments.

Highest-signal resume keywords

• BPO Operations Management
• Vendor Performance Management
• Budget Ownership
• KPI/SLAs Definition
• Stakeholder Management

ATS Optimization Keywords

Hard Skills

• BPO Operations
• Vendor Management
• Budget Forecasting
• KPI Tracking
• Cost Optimization
• Performance Reporting
• Dashboard Development
• Contract Negotiation
• Quality Assurance
• Process Design

Soft Skills

• Analytical Skills
• Negotiation Skills
• Stakeholder Management
• Cross-Cultural Communication
• Adaptability

Industry Keywords

• BPO
• Outsourcing
• SLA
• WBR
• MBR
• Multicultural Management
• Multilingual Operations
• Performance Metrics
• Cost Centers
• Agency Partnerships

Tools & Technologies

• Reporting Tools
• CRM Systems
• Dashboard Software