Senior Talent Acquisition Manager

The Senior Manager – Talent Acquisition will lead Talent Acquisition for our US Operations, with a primary focus on high-volume agent hiring. This role will lead and develop the Talent Acquisition team, partner closely with US Operations leadership, and ensure hiring targets are consistently met through effective recruiting strategies, strong pipeline management, and data-driven performance management.

The Senior Manager will also drive continuous improvement across sourcing, recruiting processes, technology, and external recruitment partnerships to improve hiring speed, quality, and cost effectiveness.

Key Responsibilities

• Lead, coach, and develop the Talent Acquisition team supporting US Operations.
• Partner with US Operations leaders to understand current and future workforce requirements and translate these into effective recruiting plans.
• Develop and execute high-volume US agent recruiting strategies to consistently meet hiring targets and timelines.
• Monitor recruiting performance and key metrics, including hiring volume, time-to-fill, recruiter productivity, source effectiveness, offer acceptance, and cost per hire.
• Identify hiring risks, pipeline gaps, and market challenges and implement solutions to address them.
• Optimize sourcing channels, recruitment advertising, social recruiting, referrals, and other talent attraction strategies.
• Evaluate and improve recruiting processes, tools, technology, and infrastructure to increase efficiency and candidate quality.
• Manage recruitment vendors, agencies, job boards, and other external Talent Acquisition partners.
• Partner with Operations, HR, and other stakeholders to ensure consistent and compliant recruiting practices across US hiring.
• Provide regular recruiting reports, insights, and recommendations to leadership.
• Build proactive talent pipelines to support ongoing and future US Work-at-Home hiring needs.
• Ensure recruitment activities and vendor costs remain within approved budgets.

Qualifications

• Bachelor’s degree in Human Resources, Business, or related field, or equivalent experience.
• 5+ years of Talent Acquisition/recruiting experience, including significant experience recruiting in the US.
• 2+ years of experience leading or managing Talent Acquisition/recruiting teams.
• Proven experience in high-volume US agent hiring, preferably in BPO, contact center, customer service, or RPO
• Experience recruiting US Work-at-Home/remote agents strongly preferred.
• Proven track record of delivering against aggressive hiring targets in a fast-paced environment.
• Strong knowledge of US sourcing channels, recruitment practices, and candidate markets.
• Experience using ATS platforms and recruiting metrics to manage performance and improve hiring outcomes.
• Experience managing recruitment vendors and external sourcing partners.
• Strong stakeholder management, communication, analytical, and problem-solving skills.
• Working knowledge of applicable US federal, state, and local employment requirements.