• BPO Performance Manager

    Sage (Beaverton, OR)


    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 Responsibilities:

    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

    #LI-MB2

    Function:

    Customer Operations

    Country:

    United States

    Office Location:

    Beaverton;Lawrenceville

    Work Place type:

    Hybrid

     

    Advert

     

    Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

     

    Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.

     

    Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/

     

    Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc

     

    We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out [email protected].

     

    Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/

     

    Equal Employment Opportunity (EEO)

     

    Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

     

    In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.