Webster Bank logo
Webster Bank

Webster is a leading commercial bank that delivers financial solutions to business, individuals, families and partners.

Manager, Contact Center Partnerships

Call Center RepresentativeCall Center RepresentativeFull TimeRemoteSeniorTeam 1,001-5,000Since 1935H1B SponsorCompany SiteLinkedIn

Location

Wisconsin

Posted

3 days ago

Salary

$90K - $94K / year

Seniority

Senior

High School5 yrs expEnglish

Job Description

Manager, Contact Center Partnerships

Webster Bank

• 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. • Performance quality management, partner with the Quality Assurance Leader to monitor performance planning. • Serve as Point of Contact on special projects both internal/external to Contact Center. • Plan and lead WBR meetings with all BPO partners. • Assess dashboards, team tracker, reporting needs, that are focused on departmental efficiencies.

Job Requirements

  • 5-7 years contact center leadership
  • 3-4 years of experience in Contact Center Vendor Management or equivalent experience
  • Excellent organizational skills
  • Proficiency with call center technology, task tracking tools, reporting dashboards, and standard office software
  • Very strong critical thinking and analysis skills
  • High school diploma or GED required.

Benefits

  • Additional availability may be required outside of standard hours, including weekends, to address BPO-related issues or emergencies as needed.

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