Manager, Contact Center Partnerships

📋 Description

• Manage daily operations of multiple outsourced contact center sites to meet service standards.
• Ensure workforce planning and staffing aligns with forecasted needs.
• Escalate complex client issues and guide internal teams and partners.
• Monitor partner adherence to policies, regulatory requirements, and risk controls.
• Collaborate with QA leadership to evaluate performance and implement action plans.
• Lead business reviews with external partners to drive improvements.

🎯 Requirements

• 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 to prioritize multiple initiatives in a fast-paced environment.
• Excellent problem-solving with a data-driven approach to improving processes.

🎁 Benefits

• Salary: $74,000 - $86,000 USD.
• Eligibility for incentive compensation opportunities.
• Fully remote work opportunity available nationwide.
• Professional development and career growth opportunities.
• Collaborative environment focused on customer service and continuous improvement.
• Comprehensive employee benefits package to support well-being.