Job Description
📋 Description Manage daily operations of multiple outsourced contact center sites to meet service standards. Ensure workforce planning and staffing aligns with forecasted needs. Escalate complex client issues and guide internal teams and partners. Monitor partner adherence to policies, regulatory requirements, and risk controls. Collaborate with QA leadership to evaluate performance and implement action plans. Lead business reviews with external partners to drive improvements. 🎯 Requirements 3+ years of experience in contact center leadership roles. 3+ years of experience managing contact center vendors or outsourced service providers. Experience with financial oversight, operational reporting, and performance management. Previous experience in banking or financial services environments is preferred. Strong organizational skills to prioritize multiple initiatives in a fast-paced environment. Excellent problem-solving with a data-driven approach to improving processes. 🎁 Benefits Salary: $74,000 - $86,000 USD. Eligibility for incentive compensation opportunities. Fully remote work opportunity available nationwide. Professional development and career growth opportunities. Collaborative environment focused on customer service and continuous improvement. Comprehensive employee benefits package to support well-being.
