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 that policies and procedures are adhered to.
Performance quality management, partner with the Quality Assurance Leader to monitor performance planning.
Serve as Point of Contact on special projects both internal/external to Contact Center.
Plan and lead WBR meetings with all BPO partners.
Assess dashboards, team tracker, reporting needs, that are focused on departmental efficiencies.

5-7 years contact center leadership
3-4 years of experience in Contact Center Vendor Management or equivalent experience
Excellent organizational skills
Proficiency with call center technology, task tracking tools, reporting dashboards, and standard office software
Very strong critical thinking and analysis skills
High school diploma or GED required.

Additional availability may be required outside of standard hours, including weekends, to address BPO-related issues or emergencies as needed.

Manager, Contact Center Partnerships

Key skills