Operations Services Manager - BPO Oversight
4 days ago
We are seeking an Operations Services Manager to develop, nurture, and expand existing Contact Center Operations capabilities. This individual will be responsible for relationship management with business process outsourced contact center vendors, overseeing all aspects of critical service level agreements, workforce management to projected volume, and quality of service. We are seeking a candidate that has proven success in developing operational strategy in large organizations and is familiar with B2B operational execution. This role will proactively engage in the day-to-day management of the program, including strategic planning and issue resolution. This role will work directly with product, legal, technology, marketing, finance, senior client stakeholders, and the executive team to manage and grow the success of operational services. This position is designed for an experienced Strategy and Operations Manager who provides strategic, creative and technical guidance, strives for client success and satisfaction, and interprets and leverages customer insights to drive optimization and continued platform growth. The ideal candidate will have past experience working with large, complex organizations in the banking or SaaS technology industry.