Manager, Contact Center Partnerships

About the Role

This opportunity, offered through a partner company operating in the United States, seeks an experienced Manager of Contact Center Partnerships to take charge of outsourced vendor relationships. The primary focus of this position is to ensure superior service quality, operational effectiveness, and strategic alignment with corporate goals by managing daily partner activities, fostering ongoing improvements, and upholding high client service standards.

Key Responsibilities

• Oversee multiple outsourced contact center locations to guarantee compliance with business expectations and service excellence.
• Align workforce planning and staffing with forecasted business demands and operational necessities.
• Serve as the escalation point for complex client concerns, complaints, and operational hurdles, offering solutions and guidance to teams and partners.
• Monitor vendor adherence to policies, procedures, regulatory mandates, and risk management guidelines to sustain compliance and efficient operations.
• Collaborate with Quality Assurance and program management to review and improve performance metrics and implement corrective actions.
• Conduct business reviews with external partners, analyzing trends and driving improvement initiatives and accountability.
• Create and maintain dashboards and reporting tools to enhance transparency into operations and departmental efficiency.
• Support key strategic projects and initiatives that evolve contact center capabilities in line with shifting business priorities.
• Work jointly with senior leadership to apply operational strategies and adapt procedures to changing needs.

Candidate Requirements

• Minimum of three years’ experience in contact center leadership roles.
• At least three years managing outsourced contact center vendors or service providers.
• Proven experience with financial management, operational reporting, and driving performance improvements.
• Preferred background in banking or financial services sectors.
• Strong organizational acumen capable of managing multiple complex projects in dynamic environments.
• Analytical mindset with a data-driven approach to problem-solving and process enhancement.
• Skilled in analyzing performance data, setting objectives, and steering teams to meet measurable targets.
• Familiarity with contact center technologies, reporting dashboards, task management software, and common business applications.
• Quick learner able to manage systems that support contact center workflows.
• Excellent communication and collaboration skills to engage effectively with internal teams and external partners.
• Educational qualification: High school diploma, GED, or equivalent professional experience required; bachelor’s degree in a related discipline preferred.

Benefits and Additional Information

• Competitive annual salary within a range of $74,000 to $86,000 USD, commensurate with experience and location.
• Opportunity to earn incentive-based compensation.
• Fully remote work arrangement across the nation.
• Access to professional growth resources and career advancement prospects.
• Work within a collaborative culture emphasizing excellent customer service and operational refinement.
• A comprehensive benefits package designed to promote both professional and personal well-being.

Additional Details

This position is managed by a partner company that handles all hiring communications and subsequent steps upon application. The hiring process incorporates the use of AI-enabled screening tools to ensure fair and objective evaluation but final hiring decisions are made by human recruiters. Applicants’ personal information is processed in alignment with data protection laws including GDPR, with rights to access, modify, or delete data as permitted by law.