Senior Outsourced Contact Center Partnerships Lead

Gen Digital Inc.; Tempe (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

Gen is seeking a Sr. Principal Support Partner Manager to be the primary liaison for outsourced contact center operations. You will lead the partner strategy, manage day-to-day relationships, and drive service excellence with KPIs and budgets.

Working with WFM, Training, Quality, and Risk teams, you will ensure alignment with targets and business needs. You will oversee contracts, performance reviews, and cost controls.

Qualifications

• Bachelor’s degree; MBA preferred; COPC certification is an advantage.
• 8+ years managing an internal or outsourced call center.
• Experience managing outsourced partners in a fast-paced environment with contact center technology.
• Leadership in a multilingual support contact center is a plus.
• Financial products experience is preferred, but not required.

Responsibilities

• Lead outsourced contact center strategy and drive partner performance to exceed KPIs and objectives.
• Monitor KPI and service-level data to assess performance and identify trends.
• Identify operational efficiencies and best practices to improve service and performance.
• Align staffing forecasts, billable hours, and budgets; manage partner budgets and forecasts with fiduciary responsibility.
• Work with Procurement on partner contract negotiations, maintain partner contracts, and support strong contractual adherence.
• Oversee day-to-day operations across outsourced partners, including deployment of new initiatives.
• Lead and report weekly, monthly, and quarterly business reviews.
• Solicit feedback from internal stakeholders and close the loop with partners.
• Manage operating expenses and end-to-end invoice reconciliation.
• Monitor partner compliance with internal and regulatory requirements and ensure controls.

Skills

Excellent communication

Leadership

Data analysis

Forecasting

Vendor management

AI tools

Education

Bachelor's degree

MBA preferred

Tools

CRM systems

Call center software

Job description

Gen is seeking a Sr. Principal Support Partner Manager to be the primary liaison for outsourced contact center operations. You will lead the partner strategy, manage day-to-day relationships, and drive service excellence with KPIs and budgets.

Working with WFM, Training, Quality, and Risk teams, you will ensure alignment with targets and business needs. You will oversee contracts, performance reviews, and cost controls.