Senior Outsourced Contact Center Vendor Lead

MoneyLion; Tempe (AZ); On-site; USD 140,000 - 180,000; Full time

Job summary

Gen is seeking a Sr. Principal Support Partner Manager to serve as Gen’s primary liaison for outsourced contact center operations.

You will drive partner strategy, monitor KPIs, ensure service excellence, and manage budgets and forecasts. Working cross-functionally with WFM, Training, Quality, and Global Operational Risk Governance, you will align staffing, contracts, and performance initiatives, lead weekly and quarterly reviews, and implement improvement plans.

Qualifications

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

Responsibilities

• Lead the outsourced contact center strategy and drive partner performance to exceed key performance indicators and business objectives.
• Extract, monitor, analyze, and validate KPI and service-level data to assess partner performance and identify trends.
• Identify operational efficiencies and recommend best practices to improve service and performance.
• Partner with WFM and leadership to 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 successful day-to-day operations across outsourced partners, including the execution and deployment of new initiatives.
• Lead and report weekly, monthly, and quarterly business reviews.
• Solicit feedback from internal stakeholders and lead closed-loop feedback with partners.
• Manage operating expenses and end-to-end invoice reconciliation.
• Monitor partner compliance with internal and regulatory requirements and ensure appropriate controls and processes are in place.

Skills

Call center management

Vendor management

KPI analysis

Cross-functional collaboration

Multilingual support

Education

Bachelor’s degree

MBA

COPC certification

Job description

Gen is seeking a Sr. Principal Support Partner Manager to serve as Gen’s primary liaison for outsourced contact center operations.

You will drive partner strategy, monitor KPIs, ensure service excellence, and manage budgets and forecasts. Working cross-functionally with WFM, Training, Quality, and Global Operational Risk Governance, you will align staffing, contracts, and performance initiatives, lead weekly and quarterly reviews, and implement improvement plans.