Head - BPO Partner Operations - Blue Collar Hiring Firm

Head BPO Partner Operations (Blue-Collar Hiring):

Location: India (Travel across partner BPO locations required)

Experience: 10 - 18 years

About the Role:

We are looking for a highly execution-focused leader to build and manage a network of outsourced BPO partners responsible for converting high-volume candidate leads into successful blue-collar and gig-worker placements.

This is not a traditional customer service BPO role. It is a high-volume sales conversion and operations role where thousands of candidate leads are generated centrally by the company and distributed to multiple partner BPOs. The objective is to maximize candidate conversion from lead to joining while ensuring speed, quality, productivity, and commercial efficiency. The ideal candidate has hands-on experience managing multiple regional or tier-2/tier-3 BPO operations, understands how to run lean teams, and knows how to drive performance in entrepreneurial, resource-constrained environments.

Key Responsibilities:

1. Own Partner BPO Network:

• Build, onboard, and manage multiple outsourced BPO partners across India.
• Identify suitable regional BPO operators capable of handling recruitment campaigns.
• Develop scalable operating models across all centers.
• Ensure partners consistently deliver agreed conversion targets.

2. Drive Lead-to-Placement Conversion:

• Manage the complete funnel:

• 1. Lead Allocation
• 2. Candidate Contact
• 3. Qualification
• 4. Counseling
• 5. Interview Scheduling
• 6. Offer Acceptance
• 7. Joining

• Improve conversion ratios across every stage.
• Drive faster turnaround time from lead receipt to candidate joining.

3. Sales & Productivity Management:

• Define KPIs including:

• 1. Contact Rate
• 2. Connect Rate
• 3. Qualification %
• 4. Interview Conversion
• 5. Offer Acceptance
• 6. Joining %
• 7. Cost per Joiner

• Monitor daily dashboards.
• Conduct performance reviews with partner teams.
• Drive corrective actions wherever required.

4. Operational Excellence:

• Create standard operating procedures.
• Build quality frameworks.
• Ensure adherence to scripts and recruitment processes.
• Optimize workforce planning across partner BPOs.

5. Automation & Technology:

• Work closely with internal teams to maximize productivity through:
• 1. Dialers
• 2. CRM systems
• 3. WhatsApp automation
• 4. IVR
• 5. AI voice agents
• 6. Candidate engagement tools

6. Partner Development:

• Coach BPO owners and center managers.
• Improve operational maturity of partner centers.
• Build leadership capability within regional teams.

7. Commercial Management:

• Manage partner payouts linked to performance.
• Monitor placement-based revenue realization.
• Ensure partner profitability while maintaining business economics.

Desired Candidate Profile:

We are looking for someone who has built businessesnot just managed processes. The ideal candidate will have:

• 10+ years of experience in BPO Operations.
• Experience managing multiple outsourced or franchise BPO centers.
• Strong exposure to high-volume outbound calling operations.
• Experience working with Tier-2/Tier-3 city operations.
• Proven track record of driving sales or conversion-led campaigns.
• Experience handling large lead volumes (thousands per day/week).
• Strong understanding of productivity metrics and operational dashboards.
• Ability to work with entrepreneurial BPO operators rather than only large corporate BPOs.
• Comfortable travelling extensively across India.

Preferred Background:

Candidates from industries such as:

• Recruitment Process Outsourcing (RPO)
• Staffing
• Blue-collar recruitment
• Gig workforce platforms
• Telecom outbound sales
• Financial services telesales
• EdTech inside sales
• Insurance telecalling
• E-commerce seller acquisition
• Regional BPO operators

Experience working with companies like Quess, TeamLease, FirstMeridian, BetterPlace, Innovsource, Teleperformance, Concentrix, Foundever, or managing regional BPO franchises would be an advantage.

Success Metrics:

The person will be measured on:

• Lead-to-contact ratio
• Contact-to-interview conversion
• Interview-to-offer conversion
• Offer-to-joining conversion
• Overall placement rate
• Cost per placement
• Time to placement
• Productivity per caller
• Partner BPO performance
• Revenue generated through successful placements

Leadership Competencies:

• Strong execution capability
• High ownership mindset
• Commercial acumen
• Data-driven decision making
• Ability to influence without authority
• Process orientation with entrepreneurial flexibility
• Comfortable working in fast-changing, high-growth environments
• Excellent coaching and partner management skills

Why This Role?:

This is an opportunity to build and scale one of India's largest distributed recruitment operations by creating a high-performing network of regional BPO partners that convert large volumes of candidate leads into successful employment outcomes. Success in this role will directly influence hiring scale, revenue growth, and operational excellence across the business.