The Manager, Member Services CC Partnership, will be responsible for managing the day-to-day activities of multiple outsourced contact center sites supporting HSA Bank. This role models the highest standards of client service while ensuring the BPO partners maintain and exceed all requirements of the business and KPI's. BPO Partnership Manager is responsible for the ongoing successful performance of the HSA program in all partner locations.
What you will do
- 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 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 or something.
- Serve as Point of Contact on special projects both internal/external to Contact Center.
- Plan and lead WBR meetings with all BPO partners to evaluate performance and other meetings as needed to mitigate areas of improvement needs
- Assess dashboards, team tracker, reporting needs, that are focused on departmental efficiencies.
- In conjunction with Contact Center Director, Implement/execute strategy; adjusting to changing business needs.
- This position requires occasional travel, including visits to international BPO partner locations. Candidates must maintain a valid passport and be able to travel with limited notice.
Skills and Abilities
- Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration.
- 5-7 years contact center leadership
- 3-4 years of experience in Contact Center Vendor Management or equivalent experience
Job Skills / Knowledge Demonstrated:
- Experience in a contact center, customer service, or operations environment.-depth knowledge of the Customer
- Prior leadership or supervisory experience with the ability to influence change at the Program manager level for them to be able to implement with BPO frontline agents
- Excellent organizational skills with ability to effectively plan, set priorities, allocate resources and manage several complex activities simultaneously while working in a fast-paced environment to meet deadlines
- Problem solving skills
- Ability to learn all system applications that support Contact Center requests, inquires and transactions.
- Ability to effectively multi-task
- Proficiency with call center technology, task tracking tools, reporting dashboards, and standard office software
- Very strong critical thinking and analysis skills. Able to take an ambiguous problem, use data-informed brainstorming, identify goals and metrics, and drive a team to deliver on them.
- Excellent organizational skills with attention to detail
- Ability to work with a diverse work force and customer base
- Strong commitment to achieving personal growth and success
- Ability to understand HSA Bank's mission, goals, and strategies and support it during customer interactions
Environment:
- This is a salaried position requiring work during core business hours, Monday through Friday. Additional availability may be required outside of standard hours, including weekends, to address BPO-related issues or emergencies as needed.
- As a remote position, employees are required to maintain a separate, private working space that supports confidentiality and productivity.
- Heavy utilization of Microsoft Teams is expected for meetings, collaboration, and day-to-day communication.
Education Qualifications
- High school diploma or GED required. An associate's or bachelor's degree is preferred.
Experience:
- 5-7 years contact center leadership
- 3-4 years of experience in Contact Center Vendor Management or equivalent experience
The estimated salary range for this position is $90,000USD to $94,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
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