Contact Center Outsourcing Process Manager

Velera

1d•$60,500 - $77,100•Remote

About The Position

The Contact Center Outsourcing Process Manager will maximize efficiency, quality, and customer experience critical to Contact Center’s success, while developing strong vendor relationships. The incumbent will be responsible for managing vendor management functions; managing day-to-day vendor relations, while maintaining strong relationships with our partners, and assist in overall vendor strategy. The incumbent will be an instrumental member of the operations team, which is dedicated to delivering excellence to our Credit Unions and Member Owners. The ideal person for this role thrives in fast-paced startup environments and has demonstrated an ability to be effective with finite resources.

Requirements

Bachelor’s degree or equivalent combination of education and experience required.
Five (5) years related work experience in customer service within a contact center or fraud detection, or vendor management required.
Ability to communicate effectively with a wide range of personalities, from executive personnel, to our vendors and partners
Excellent communications skills with ability to build and maintain effective working relationships
Detail oriented with strong follow through and have the ability to organize and prioritize multiple projects
Structured thinker with strong attention to detail
Highly organized with focus on execution, problem solving, and improving processes
Works well under pressure and easily adapts to changes in priorities
Exhibit a sense of urgency in managing time and accomplishing tasks
Self-motivated and able to work independently
Ability to think critically and adapt quickly in a flexible environment
Team player with an ability to work collaboratively
Entrepreneurial spirit / self-starter
Strong Excel skills
Ability to define and manage processes
Ability to maintain confidentiality of information handled
Ability to be flexible with schedule and work under high pressure in a complex environment
Ability to work in a fast-paced environment and manage multiple tasks in parallel
Strong computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint
Regular and reliable attendance.

Nice To Haves

Minimal travel may be required

Responsibilities

Responsible for managing relationships with a vendor, including developing new relationships, managing day-to-day vendor interactions, and handling or directing escalations.
Develop strong relationships with key business areas and other support functions to ensure vendor management is understood and managed appropriately.
Responsible for vendor expenses to the business, vendor cost controls, vendor efficiency, vendor performance, and overall vendor strategy.
Track, measure and communicate key performance metrics associated with vendor-related activities.
Ensure that the vendor relationship is well-developed and maintained to ensure a superior customer experience, timeliness, and a high level of efficiency.
Evaluate/manage vendor on site through KPI’s and scorecards.
Work proactively with vendor to improve department statistics.
Responsible for managing vendor performance and compliance; must be able to offer solutions to improve vendor performance.
Daily follow up with vendors in assigned tasks, ensuring on-time response.
Responsible for vendor compliance to VELERA & credit union policies and procedures.
Act as the key point of contact for all vendor engagements in partnership with key business stakeholders.
Think critically and make data-driven decisions on how to improve our operations and drive our service closer to perfect reliability.
Drive and enhance organizational value and efficiency.
Formulate and implement policies and procedures to ensure smooth operation of business.
Coordinate and allocate tasks and resources to ensure general operations run smoothly with vendors and sub-departments within VELERA.
Must collaborate internally and externally to solve complex operational issues.
Handle day-to-day management of existing vendor and incumbent new vendors.
Can work with limited supervision and is self-motivated and proven ability to take personal responsibility and accountability.
Responsible for escalating issues to the appropriate department or department head.
Must be able to communicate clearly and concisely to all levels of the organization.
Ability to be available 24 hours a day, 7 days a week in the event of an emergency.
Responsible for escalating issues to the appropriate department.
Quarterly travel to onsite vendor locations & VELERA headquarters for monthly, quarterly, and yearly business reviews.
Perform other duties as assigned.
Responsible for reporting risks that are identified to the appropriate team and/or management.
Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.
Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.
Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.
Support a workplace where every employee feels valued, respected, and connected.
Perform job duties within the company’s policies, procedures, service standards and the state and federal laws.