Inbound Contact Center Manager jobs in Massachusetts

Essential Functions

Strategic Leadership and Vision :

Drive consistent performance and execute comprehensive vendor strategies that align with Eversource’s goals, focusing on scalability, efficiency, and exceptional service delivery.

Workforce Management (WFM) :

Spearhead workforce planning and optimization initiatives to ensure alignment with service level agreements (SLAs) and operational efficiency with our vendor Partners.

Quality Assurance :

Collaborate with the vendor’s Quality Assurance (QA) team to ensure adherence to established guidelines and alignment with the Eversource’s QA framework.

Develop and uphold stringent QA protocols to assess, monitor, and elevate service quality, fostering ongoing enhancement throughout all vendor operations.

Training and Development :

Oversee the development and implementation of robust training programs and processes to equip the team with the necessary skills and knowledge to excel in their roles.

Escalation Management :

Lead the escalation management process, ensuring swift resolution of complex issues while maintaining high customer satisfaction levels.

Contract and Negotiation Management :

Negotiate and manage contracts with vendor partners, adeptly handling sourcing and transitions between vendors to optimize service quality and cost-effectiveness.

Technology Integration :

Be a key player in understanding call center technology to enhance operational effectiveness and the customer experience.

Data and Reporting :

Responsible for review of call center metrics and reporting to identify trends and improvements.

Qualifications :

• Knowledge of best practices in Business Process Outsourcer management from a supplier and vendor perspective.
• Experience in managing projects, including resource allocation, milestone tracking and timeline management.
• Competency in analyzing performance data from various contact center platforms to guide strategic decisions and improvements.
• A bachelor’s degree in business administration, Operations Management, or a related field
• Five (5) plus years in a senior vendor management role for a BPO of greater than 30 seats with a proven track record of operational excellence and team leadership.
• Experience in partnering with multiple departments within the BPO relationship, specifically, QA, WFM, and Training.

Compensation and Benefits :

Salary is commensurate with your experience. Check out the career site for an overview of benefits.

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Worker Type : Regular

Regular

Number of Openings :

Last updated : 2024-05-23