Manager, Contact Center Partnerships

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

📋 Description

• Ensure that staffing for programs is aligned with anticipated business requirements.

• Collaborate with program managers and act as an escalation point for intricate client issues and complaints, while offering guidance on challenging calls or situations.

• Reduce operational risks by ensuring compliance with policies and procedures for production efficiency, safety, and adherence to company and state/federal regulations and guidelines.

• Manage performance quality by collaborating with the Quality Assurance Leader to monitor, evaluate, and document performance planning alongside program managers to ensure QA standards are surpassed and plans are in place for continuous improvement.

• Act as the primary contact for special projects both within and outside the Contact Center.

• Organize and facilitate Weekly Business Review (WBR) meetings with all BPO partners to assess performance and conduct additional meetings as necessary to address areas needing improvement.

• Evaluate dashboards, team trackers, and reporting requirements that focus on departmental efficiency.

• Implement and execute strategies, adapting to evolving business needs.

⛳️ Requirements

• 5-7 years of leadership experience in a contact center environment.

• 3-4 years in Contact Center Vendor Management or a similar field.

• Experience within a contact center, customer service, or operational setting.

• Previous leadership or supervisory roles.

• Exceptional organizational abilities to plan effectively, set priorities, allocate resources, and manage multiple complex tasks simultaneously in a fast-paced environment to meet deadlines.

• Strong problem-solving capabilities.

• Ability to learn all system applications that facilitate Contact Center requests, inquiries, and transactions.

• Competence in handling multiple tasks effectively.

• Proficiency in call center technology, task tracking tools, reporting dashboards, and standard office software.

• Excellent critical thinking and analytical skills.

• Ability to engage with a diverse workforce and customer base.

• Strong dedication to personal growth and success.

• Understanding of HSA Bank’s mission, goals, and strategies, and the ability to support them during customer interactions.

🏝️ Benefits

• Incentive compensation