Manager, Contact Center Partnerships

About the role

The Manager, Member Services CC Partnership role is responsible for managing multiple outsourced contact center sites supporting Webster Bank. This role ensures high standards of client service and operational excellence.

Responsibilities

• Ensure program staffing aligns with forecasted business needs.
• Partner with program managers, serve as an escalation point for complex client issues, complaints; while providing guidance with difficult calls or issues.
• Mitigate operational risk by ensuring policies and procedures are adhered to for production efficiency, safety, and compliance in conjunction with company and state/federal regulations and guidelines.
• Performance quality management - partner with the Quality Assurance Leader to monitor, assess and document performance planning with program managers to ensure QA is exceeded and plan for ongoing improvement.
• Serve as Point of Contact on special projects both internal/external to Contact Center.
• Plan and lead WBR meetings with all BPO partners to evaluate performance and other meetings as needed to mitigate areas of improvement needs.
• Oversee the monitoring of top-level strategic goals and ensure BPO partners effectively identify, track, and drive key performance indicators (KPIs) to achieve performance targets.
• Avoidance of ambiguity by taking an ambiguous problem, using data-informed brainstorming, identifying goals and metrics, and driving a team to deliver on them.
• Manage multiple priorities simultaneously, effectively organizing workload and adjusting to changing demands in a fast-paced environment to meet deadlines.
• Manage and oversee the implementation of strategy, adjusting to changing business needs.
• Manage 25% travel, including visits to international BPO partner locations.

Requirements

• Experience in a contact center, customer service, or operations environment.
• Prior leadership or supervisory experience with the ability to influence change at the Program manager level for them to be able to implement with BPO frontline agents.
• Excellent organizational skills with ability to effectively plan, set priorities, allocate resources and manage several complex activities simultaneously while working in a fast-paced environment to meet deadlines.
• Ability to analyze KPI performance data, identify trends and root causes, and provide clear, actionable feedback to BPO partners to support performance improvement.
• Ability to learn all system applications that support Contact Center requests, inquires and transactions.
• Proficiency with call center technology, task tracking tools, reporting dashboards, and standard office software.
• Strong commitment to achieving personal growth and success.
• Ability to understand Webster Bank’s mission, goals, and strategies and support it during customer interactions.

Qualifications

• High school diploma or GED required.
• An associate or bachelor’s degree is preferred.
• Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration.
• 5-7 years contact center leadership
• 3-4 years of experience in Contact Center Vendor Management or equivalent experience
• BA or BS preferred.

Skills

• Experience in a contact center, customer service, or operations environment.
• Prior leadership or supervisory experience with the ability to influence change at the Program manager level for them to be able to implement with BPO frontline agents.
• Excellent organizational skills with ability to effectively plan, set priorities, allocate resources and manage several complex activities simultaneously while working in a fast-paced environment to meet deadlines.
• Ability to analyze KPI performance data, identify trends and root causes, and provide clear, actionable feedback to BPO partners to support performance improvement.
• Ability to learn all system applications that support Contact Center requests, inquires and transactions.
• Proficiency with call center technology, task tracking tools, reporting dashboards, and standard office software.
• Strong commitment to achieving personal growth and success.

Benefits

Webster offers competitive benefits including health insurance, retirement plans, paid time off, and more. Details will be provided upon hire.

Pay

The estimated salary range for this position is $74,000.00 to $86,000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location.

Schedule

This position requires 25% travel, including visits to international BPO partner locations. Candidates must maintain a valid passport and be able to travel with limited notice.