Manager, Contact Center Partnerships
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AI Summary
If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.
Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!
The Manager, Member Services CC Partnership, will be responsible for managing the day-to-day activities of multiple outsourced contact center sites supporting Webster Bank. This role models the highest standards of client service while ensuring the BPO partners maintain and exceed all requirements of the business and KPI's. BPO Partnership Manager is responsible for the ongoing successful performance of the Webster Bank program in all partner locations.What you will do
Ensure program staffing aligns with forecasted business needs.
Partner with program managers, serve as an escalation point for complex client issues, 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 quality management - partner with the Quality Assurance Leader to monitor, assess and document performance planning with program managers to ensure QA is exceeded and plan for ongoing improvement.
Serve as Point of Contact on special projects both internal/external to Contact Center.
Plan and lead WBR meetings with all BPO partners to evaluate performance and other meetings as needed to mitigate areas of improvement needs .
Oversee the monitoring of top-level strategic goals and ensure BPO partners effectively identify, track, and drive key performance indicators (KPIs) to achieve performance targets.
Assess dashboards, team tracker, reporting needs, that are focused on departmental efficiencies.
In conjunction with Contact Center Director, Implement/execute strategy; adjusting to changing business needs.
This position requires 25% travel, including visits to international BPO partner locations. Candidates must maintain a valid passport and be able to travel with limited notice.
Skills and Abilities
Experience in a contact center, customer service, or operations environment. Prior leadership or supervisory experience with the ability to influence change at the Program manager level for them to be able to implement with BPO frontline agents.
Excellent organizational skills with ability to effectively plan, set priorities, allocate resources and manage several complex activities simultaneously while working in a fast-paced environment to meet deadlines.
Ability to analyze KPI performance data, identify trends and root causes, and provide clear, actionable feedback to BPO partners to support performance improvement.
Ability to learn all system applications that support Contact Center requests, inquires and transactions.
Ability to manage multiple priorities simultaneously, effectively organizing workload and adjusting to changing demands in a fast-paced environment.
Proficiency with call center technology, task tracking tools, reporting dashboards, and standard office software.
Very strong critical thinking and analysis skills. Able to take an ambiguous problem, use data-informed brainstorming, identify goals and metrics, and drive a team to deliver on them.
Ability to work with a diverse work force and customer base.
Strong commitment to achieving personal growth and success.
Ability to understand Webster Bank’s mission, goals, and strategies and support it during customer interactions.
Education Qualifications
High school diploma or GED required. An associate or bachelor’s degree is preferred.
Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration.
Experience Qualifications
5-7 years contact center leadership
3-4 years of experience in Contact Center Vendor Management or equivalent experience
BA or BS preferred. Business Management or equivalent work experience
The estimated salary range for this position is $74,000.00 to $86,000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
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Webster Financial Corporation and its subsidiaries (“Webster”) are equal opportunity employers that are committed to sustaining an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, national origin, ancestry, citizenship, sex, sexual orientation, gender identity and/or expression, physical or mental disability, protected veteran status, or any other characteristic protected by law.
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