BPO Operations Manager

Brief Description of Sunnova

Sunnova (NYSE: NOVA) is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.

At Sunnova, we embrace diverse perspectives, vibrant creativity and forward-thinkers who share our zeal for a sustainable future. A career with us means pushing beyond traditional limits, exploring new horizons, collaborating with like-minded peers, and transforming the energy industry for the better.

If you're excited about being a part of the fastest-growing segment of the energy industry, we encourage you to apply!

BPO Operations Manager

Responsibilities

Ensure service levels, quality standards, and KPIs are met or exceeded, including first-response time, average handle time, first-time resolution, and work order accuracy.

Collaborate with onshore leadership, service managers, and IT teams to align operational practices, policies, and customer expectations.

Act as a liaison between the offshore BPO team and internal stakeholders to drive process improvements and service continuity.

Regularly review performance dashboards and reports; lead root-cause analysis and corrective action for service failures or inefficiencies.

Maintain and optimize workflows within tools such as Salesforce Field Service, scheduling platforms, knowledge bases, and telephony/CRM systems.

Lead training initiatives and continuous development efforts for offshore team members. Monitor and ensure compliance with company policies, industry standards, and data security protocols.

Act as the SME to train the trainers, be available to answer questions, perform quality audits, and ensure continuous improvement of knowledge, processes, and documentation.

Skills

3+ years of experience in operations management, preferably in a BPO or shared services environment.

2+ years managing field service support operations or similar service-focused functions. 3. Proven experience managing offshore or remote teams.

Familiarity with Salesforce, Field Service Management (FSM) tools, or similar platforms. 5. Strong analytical, process management, and problem-solving skills.

Excellent leadership, communication, and interpersonal skills.

Experience with KPIs and SLA management.

Ideal candidate would be a Spanish speaker to partner with our Spanish speaking BPOs and customers

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

We appreciate the capabilities of artificial intelligence (AI), and we are looking to hire real people. If you use AI for any part of the job application process, we highly encourage that you review any AI generated content to ensure your personality and unique capabilities are highlighted. We reserve the right to disqualify candidates that we reasonably believe solely relied on AI generated content in the application process.

If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

CCPA disclosure notice here.