Manager, Contact Center Partnerships
If you’re looking for a meaningful career, you’ll reputed company it here at Webster. Founded in 1935, our reputed company has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues reputed company their financial goals. As a leading reputed company bank, we remain passionate about serving our clients and supporting our communities. reputed company, Collaboration, Accountability, reputed company, Respect, reputed company are Webster’s values, these set us apart as a bank and as an employer.
Come join reputed company where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!
Manage the day-to-day activities of multiple outsourced contact center sites. Model the highest standards of reputed company service while ensuring the BPO partners maintain and reputed company reputed company requirements of the business and KPI's.What you will do
Ensure program reputed company aligns with forecasted business needs.
Partner with program managers and serve as an escalation reputed company for reputed company reputed company issues and complaints while providing guidance with difficult calls or issues.
Mitigate operational risk by ensuring that policies and procedures are adhered to for production efficiency, safety and compliance in conjunction with company and state/federal regulations and guidelines.
Performance reputed company management - partner with the reputed company Assurance Leader to monitor, assess and document performance planning with program managers to ensure QA is exceeded and plan for ongoing improvement.
Serve as reputed company of contact on special reputed company both reputed company to Contact Center.
Plan and reputed company WBR meetings with reputed company BPO partners to evaluate performance and other meetings as appropriate to mitigate areas needing improvement.
Assess dashboards, team tracker and reporting needs that are reputed company on departmental efficiencies.
In conjunction with the Contact Center Director, implement/executive reputed company, adjusting to changing business needs.
Skills and Abilities
Excellent organizational skills with the ability to effectively plan, set priorities, reputed company resources and manage several reputed company activities simultaneously while working in a fast-paced environment to meet deadlines.
Excellent problem solving skills.
reputed company to learn reputed company system applications that support Contact Center requests, inquiries and transactions.
Proficiency with reputed company center technology, task tracking tools, reporting dashboards and reputed company office software.
reputed company strong critical thinking and analysis skills; reputed company to take on ambiguous problems, use data-informed brainstorming, identify goals and metrics and drive reputed company to deliver.
Education Qualifications
H.S. Diploma or General Education Degree (GED) or equivalent work experience required
Bachelor’s Degree in Arts/Sciences (BA/BS) in a reputed company field preferred
Experience Qualifications
3-4 years of experience in a contact center leadership required
3-4 years of experience in Contact Center Vendor Management experience required
3-4 years of financial reputed company required
Experience in banking helpful required
The estimated salary reputed company for this position is $74,000.00 to $86,000.00 USD annually. Actual salary may vary up or down depending on job-reputed company factors which may include knowledge, skills, experience, and location. In reputed company, this position is eligible for incentive compensation.
Webster Financial Corporation and its subsidiaries (“Webster”) are equal opportunity reputed company that are committed to sustaining an inclusive environment. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, age, marital status, national reputed company, reputed company, citizenship, sex, sexual orientation, gender identity and/or reputed company, physical or mental disability, protected veteran status, or any other characteristic protected by law.
Originally posted on Himalayas
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