Contact Center Outsourcing Process Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee relationships with vendors, which includes establishing new connections, managing daily interactions, and handling escalations.

• Foster robust partnerships with essential business units and support functions.

• Supervise vendor expenditures, implement cost control measures, enhance efficiency, assess performance, and devise overall strategies.

• Monitor, evaluate, and convey vendor-related performance metrics.

• Assess and oversee vendor performance on-site using Key Performance Indicators (KPIs) and scorecards.

• Collaborate proactively with vendors to enhance departmental statistics and performance levels.

• Ensure vendor performance aligns with Velera and credit union policies and regulations.

• Serve as the primary contact for vendor interactions with business stakeholders.

• Utilize data-driven insights to make operational decisions that enhance reliability, value, and efficiency.

• Develop and execute policies and procedures to ensure seamless business operations.

• Coordinate tasks and resources across vendors and Velera's sub-departments.

• Work together internally and externally to address complex operational challenges.

• Manage current vendors and facilitate the onboarding of new vendors.

• Escalate issues to the relevant departments or departmental leaders.

• Ensure clear and effective communication across all levels of the organization.

• Provide emergency availability 24/7.

• Travel quarterly to vendor locations and Velera headquarters for business assessments.

• Identify, report, and manage risks within the work area, including Information Security risks.

• Deliver exceptional service to both internal and external clients, upholding company values and standards.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• A bachelor’s degree or an equivalent combination of education and experience is required.

• A minimum of five (5) years of relevant work experience in customer service within a contact center, fraud detection, or vendor management is essential.

• Strong ability to communicate effectively with executives, vendors, and partners.

• Excellent communication skills paired with the ability to build and sustain productive working relationships.

• Detail-oriented with a strong follow-through capability and the ability to organize and prioritize multiple projects.

• A structured thinker with a keen attention to detail.

• Highly organized, execution-focused, and proficient in problem-solving and process improvement.

• Capacity to work under pressure and adapt to shifting priorities.

• Self-motivated and capable of working independently.

• Ability to think critically and adjust quickly in a dynamic environment.

• Ability to collaborate effectively as a team player.

• Entrepreneurial mindset with a self-starter attitude.

• Proficient in Excel.

• Capability to define and manage processes effectively.

• Ability to maintain confidentiality of sensitive information.

• Flexible scheduling and the ability to thrive under high pressure in a complex setting.

• Ability to function in a fast-paced environment and manage multiple tasks simultaneously.

• Strong computer proficiency, especially in Microsoft Word, Excel, and PowerPoint.

• Minimal travel may be necessary.

• Consistent and reliable attendance is required.

• Ability to occasionally lift/move items weighing up to 25 pounds.

• Must be eligible to work in the United States; this position is not currently eligible for sponsorship.

🏝️ Benefits

• Medical coverage with telemedicine options.

• Dental and vision insurance.

• Basic and optional life insurance plans.

• Paid time off (PTO).

• Maternity, parental, and family care community volunteer time off.

• 12 paid holidays.

• Company-paid disability insurance.

• 401k plan with employer matching.

• Health Savings Accounts (HSA) with employer contributions.

• Flexible Spending Accounts (FSA).

• Supplemental insurance options.

• Employee Assistance Program (EAP).

• Tuition reimbursement opportunities.

• Wellness program initiatives.

• Remote-first, flexible work environment.

• A culture that emphasizes psychological safety, wellbeing, and belonging.

• Quarterly travel to vendor locations and Velera headquarters for business reviews.