Webster is a leading commercial bank that delivers financial solutions to business, individuals, families and partners.
Manager, Contact Center Partnerships
Location
Wisconsin
Posted
3 days ago
Salary
$90K - $94K / year
Seniority
Senior
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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