Manager, Contact Center Partnerships

HSA Bank, a division of Webster Bank, N.A.•Remote-Wisconsin, WI

2d•$90,000 - $94,000•Remote

About The Position

At HSA Bank, we’re working toward a world where everyone is empowered to save for a healthy future. Our offerings in the healthcare savings space drive down healthcare costs, increase access, and assist with decision-making for consumers, health plans, partners, and advisors. The Manager, Member Services CC Partnership, will be responsible for managing the day-to-day activities of multiple outsourced contact center sites supporting HSA 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 HSA program in all partner locations.

Requirements

5-7 years contact center leadership
3-4 years of experience in Contact Center Vendor Management or equivalent experience
Demonstrated experience in a contact center, customer service, or operations environment.
In-depth knowledge of the Customer
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
Problem solving skills
Ability to learn all system applications that support Contact Center requests, inquires and transactions.
Ability to effectively multi-task
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.
Excellent organizational skills with attention to detail
Ability to work with a diverse work force and customer base
Strong commitment to achieving personal growth and success
Ability to understand HSA Bank’s mission, goals, and strategies and support it during customer interactions
High school diploma or GED required.

Nice To Haves

An Associate’s, BA or BS preferred.
Business Management or equivalent work experience

Responsibilities

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.
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.