Senior Outsourced Contact Center Partnerships Lead

MoneyLion

Tempe (AZ)

Presencial

USD 120.000 - 180.000

Tempo integral

Há 7 dias

Seja uma das primeiras pessoas a se candidatar

Uma candidatura completa em um minuto

Currículo e carta de apresentação personalizados, prontos para serem enviados.

Passe pelos filtros ATS

Resumo da vaga

Gen is seeking a Sr. Principal Support Partner Manager to be the primary liaison for outsourced contact center operations. You’ll drive partner strategy, monitor KPIs, manage budgets, and escalate issues with Gen and partner leadership.

You’ll collaborate with WFM, Training, Quality, and Governance to ensure service targets align with business needs. Ideal candidates have 8+ years in call center management, experience with outsourced partners, and strong vendor management, budgeting, and

Qualificações

Bachelor’s degree; MBA preferred; COPC certification is an advantage.

Responsabilidades

Lead the outsourced contact center strategy to exceed KPIs and business objectives.
Extract, monitor, analyze, and validate KPI data to identify trends and performance gaps.
Identify operational efficiencies and implement best practices to improve service levels and performance.
Collaborate with WFM and leadership to align staffing forecasts and budgets; manage partner budgets.
Negotiate contracts and maintain partner contracts with adherence to terms.
Oversee day-to-day operations across outsourced partners and deploy new initiatives.
Lead and report weekly, monthly, and quarterly business reviews.
Collect feedback from stakeholders and close the loop with partners.
Manage operating expenses and end-to-end invoice reconciliation.
Ensure compliance with internal and regulatory requirements.