Manager, Contact Center Partnerships

About the role

Manage the day-to-day activities of multiple outsourced contact center sites. Model the highest standards of client service while ensuring the BPO partners maintain and exceed all requirements of the business and KPI's.

Responsibilities

• Ensure program staffing aligns with forecasted business needs.
• Partner with program managers and serve as an escalation point for complex client issues and complaints while providing guidance with difficult calls or issues.
• Mitigate operational risk by ensuring that 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 and external to Contact Center.
• Plan and lead WBR meetings with all BPO partners to evaluate performance and other meetings as appropriate to mitigate areas needing improvement.
• Assess dashboards, team tracker and reporting needs that are focused on departmental efficiencies.
• In conjunction with the Contact Center Director, implement/executive strategy, adjusting to changing business needs.

Requirements

• Excellent organizational skills with the ability to effectively plan, set priorities, allocate resources and manage several complex activities simultaneously while working in a fast-paced environment to meet deadlines.
• Excellent problem solving skills.
• Able to learn all system applications that support Contact Center requests, inquiries and transactions.
• Proficiency with call center technology, task tracking tools, reporting dashboards and standard office software.
• Very strong critical thinking and analysis skills; able to take on ambiguous problems, use data-informed brainstorming, identify goals and metrics and drive a team to deliver.

Qualifications

• H.S. Diploma or General Education Degree (GED) or equivalent work experience required.
• Bachelor’s Degree in Arts/Sciences (BA/BS) in a related field preferred.
• 3-4 years of experience in a contact center leadership required.
• 3-4 years of experience in Contact Center Vendor Management experience required.
• 3-4 years of financial oversight required.
• Experience in banking helpful required.

Skills

• Excellent organizational skills.
• Excellent problem solving skills.
• Proficiency with call center technology.
• Proficiency with task tracking tools.
• Proficiency with reporting dashboards.
• Proficiency with standard office software.
• Strong critical thinking and analysis skills.

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

N/A