Manager, Contact Center Partnerships

The Manager, Contact Center Partnerships oversees strategic relationships with outsourced contact center partners, ensuring operational excellence, service quality, and alignment with business objectives. Key responsibilities include:

1. Leading vendor relationships and overseeing outsourced contact center operations to ensure service excellence, compliance, and continuous improvement.
2. Managing day-to-day activities and performance of multiple outsourced contact center sites, ensuring partners consistently meet business expectations and service standards.
3. Ensuring workforce planning and staffing levels align with forecasted business needs and operational requirements.
4. Acting as an escalation point for complex client issues, complaints, and operational challenges, providing guidance and solutions to internal teams and partners.
5. Monitoring partner adherence to policies, procedures, regulatory requirements, and operational risk controls to maintain compliance and efficiency.
6. Collaborating with Quality Assurance leadership and program managers to evaluate performance, improve quality metrics, and implement action plans.
7. Leading business reviews with external partners, analyzing performance trends, identifying improvement opportunities, and driving accountability.
8. Developing and maintaining dashboards, reporting processes, and tracking tools to improve visibility into operational performance and departmental efficiency.
9. Supporting strategic initiatives and special projects that enhance contact center capabilities and align with changing business priorities.
10. Partnering with leadership teams to execute operational strategies and adapt processes based on evolving business needs.

Requirements

• Experience managing contact center operations, vendor partnerships, and performance improvement initiatives.
• Strong organizational skills, analytical thinking, and the ability to manage complex priorities.
• 3+ years of experience in contact center leadership roles.
• 3+ years of experience managing contact center vendors or outsourced service providers.
• Experience with financial oversight, operational reporting, and performance management.
• Previous experience in banking or financial services environments is preferred.
• Strong organizational skills with the ability to prioritize multiple complex initiatives in a fast-paced environment.
• Excellent problem-solving abilities with a data-driven approach to identifying solutions and improving processes.
• Proficiency with contact center technologies, reporting dashboards, task management tools, and standard business software.
• Ability to quickly learn and manage systems supporting contact center operations.
• Strong communication and collaboration skills, with the ability to work effectively with internal stakeholders and external partners.
• A high school diploma, GED, or equivalent professional experience required; bachelor’s degree in a related field preferred.

Benefits

• Competitive annual salary range of $74,000 - $86,000 USD, depending on experience, skills, qualifications, and location.
• Eligibility for incentive compensation opportunities.
• Fully remote work opportunity available nationwide.
• Access to professional development and career growth opportunities.
• Opportunity to work in a collaborative environment focused on customer service, operational excellence, and continuous improvement.
• Comprehensive employee benefits package designed to support professional and personal well-being.