Solution Center Manager oversees the daily operations of the Solution Center, ensuring high-quality customer support, timely work order management, and strong service delivery aligned with client expectations and Service Level Agreements (SLAs). This role is responsible for managing outsourced BPO partners, ensuring consistent performance, quality, and adherence to company standards. The ideal candidate is a strong leader who can coach teams, improve processes, and drive operational excellence. Operations Management - Oversee daily Solution Center operations, including inbound calls, dispatch support, escalations, QA inspection reviews, project assignments, and work order follow-up.
- Ensure service requests are handled from intake through resolution.
- Monitor open work orders and customer systems to maintain SLA compliance.
- Manage escalated issues and ensure timely resolution.
- Conduct call quality review of recorded calls.
Team Leadership - Hire, onboard, train, and develop Solution Center agents and team leaders.
- Provide coaching, performance feedback, and accountability.
- Create schedules and staffing plans to support business demands.
- Promote a culture of urgency, ownership, and customer service.
BPO Management - Manage outsourced BPO partners supporting Solution Center operations.
- Ensure BPO teams meet staffing, service, and quality expectations.
- Monitor KPIs including response time, SLA adherence, quality, and productivity.
- Conduct regular performance reviews and calibration meetings with BPO leadership.
- Address performance gaps and implement improvement plans.
Process & Training - Maintain and update SOPs, training materials, and workflows.
- Support process improvements and operational efficiencies.
- Partner with leadership on new tools, reporting, and initiatives.
- Ensure internal and BPO teams remain aligned on expectations and procedures.
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