BPO Manager Recruitment Staffing Operations

📋 Description • Own the end-to-end success of Hirehangar’s global BPO hub in Johannesburg, acting as the single point of accountability for all recruitment-process-outsourcing activities that support clients across North America, EMEA and APAC. • Scale a high-performing, multi-shift team of 40+ recruiters, sourcers, coordinators and data analysts from 40 to 120 FTEs within 12 months while maintaining >95 % SLA adherence and <5 % monthly attrition. • Translate high-level hiring forecasts from internal Talent Acquisition Directors into detailed capacity plans, shift rosters and weekly scorecards that balance cost-per-hire, speed-to-fill and quality-of-hire metrics. • Drive daily stand-ups, weekly business reviews and monthly QBRs with onshore recruitment leadership, presenting live dashboards that surface bottlenecks in sourcing, screening, interview scheduling or offer management and prescribing immediate corrective actions. • Architect and continuously refine lean, Six-Sigma-aligned processes that cut average time-to-submit by 30 % and reduce candidate drop-off by 20 % through the introduction of automated resume parsing, AI-driven matching and structured interview kits. • Own the configuration, integration and adoption of ATS / HRIS platforms (Ashby strongly preferred, plus Greenhouse, Lever, SmartRecruiters, Workday Recruiting) ensuring data flows seamlessly into BI tools such as Tableau or Power BI for real-time reporting. • Implement rigorous QA frameworks—calibrated scorecards, mystery-candidate audits, call-listening sessions—that keep candidate NPS above 60 and client CSAT above 90 while meeting GDPR, POPIA and SOC-2 compliance standards. • Build a culture of continuous learning by launching certification tracks (AIRS, LinkedIn Recruiter, Boolean Black Belt), fortnightly lunch-and-learns and a peer-mentoring program that elevates internal promotion rates to 35 % annually. • Partner with Workforce Management to forecast seasonal spikes (e.g., retail Q4, tech product launches) and design flexible staffing models that blend permanent, contract and gig workers without compromising service levels. • Lead cross-functional Kaizen events with IT, Legal, Finance and DEI teams to remove friction in background-check workflows, contractor onboarding, international right-to-work verification and inclusive-sourcing strategies. • Negotiate and manage vendor contracts for job-board licenses, sourcing tools (SeekOut, HireEZ, HiredScore) and RPO-specific tech stacks, achieving a 15 % YoY cost reduction while expanding feature sets. • Champion a data-driven mindset: institutionalize weekly KPI clinics where teams dissect funnel analytics, A/B test message templates and iterate on sourcing channel mix to double qualified pipeline generation quarter-over-quarter. • Serve as the escalation point for critical client issues, conducting root-cause analyses and implementing preventive measures that turn detractors into promoters and generate expansion revenue opportunities. • Embed robust risk-management protocols—BCP playbooks, redundancy staffing, cyber-security drills—so that operations remain resilient during load-shedding, connectivity outages or geopolitical disruptions. • Represent Hirehangar at industry forums, webinars and BPO councils, sharing best practices that reinforce our reputation as the premier recruitment-process-outsourcing partner for high-growth tech and professional-services firms.