BPO Operations Manager

Responsibilities

• Manage multiple BPO functions across various offshore sites
• Act as the central link between internal stakeholders and BPO partners
• Oversee KPI, SLA, QA, and performance frameworks to ensure high-quality service delivery
• Lead performance reviews and drive continuous improvement initiatives
• Ensure processes, SOPs, and workflows remain aligned and up to date
• Identify and implement AI and automation opportunities to drive efficiency
• Facilitate cross-functional collaboration across operations, sales, customer service, and technology

Requirements

• Proven experience managing BPO or outsourced operations
• Strong stakeholder management and communication skills
• Experience with performance frameworks and operational governance
• Continuous improvement mindset with exposure to automation or AI initiatives
• Ability to work across multiple teams and environments
• Willingness to undertake quarterly travel to offshore BPO sites

Benefits

• Ongoing skills development and career growth opportunities
• Travel discounts and rewards through our exclusive program
• Access to industry-leading health, well-being, and financial advisory programs
• Social events and a vibrant team culture
• Volunteer leave opportunities to give back to the community
• Based in a beautiful beachfront office in Broadbeach

About the Company

Ignite is part of the Flight Centre Travel Group, a global leader in the travel industry. We empower our people to grow their careers across a diverse network of brands and businesses, fostering a culture of innovation, excellence, and adventure.