Contact Center Partnerships Manager

Job Summary

Managing the day-to-day activities of multiple outsourced contact center sites, the full-time Contact Center Partnerships Manager will ensure client service standards are met while overseeing performance quality and operational compliance in a remote environment.

Key responsibilities

• Ensure program staffing aligns with forecasted business needs and manage complex client issues as an escalation point
• Partner with the Quality Assurance Leader to monitor performance and implement strategies for ongoing improvement
• Plan and lead meetings with BPO partners to evaluate performance and address areas needing improvement

Required qualifications

• H.S. Diploma or GED required; Bachelor's Degree in a related field preferred
• 3-4 years of experience in contact center leadership required
• 3-4 years of experience in contact center vendor management required
• 3-4 years of financial oversight experience required
• Experience in banking is helpful