Customer Service Manager - BPO Vendor Management

October 21

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Description

• The Customer Service Manager, BPO position focuses on leveraging co-sourcing partnerships to meet service level expectations and manage performance of co-sourcing vendors • Responsible for delivering superior call center performance that meets/exceeds expectations and corporate goals • Guide and direct activities of co-sourced teams ensuring appropriate development, training, and performance management

Requirements

• 3 years’ experience managing or working in a leadership capacity with a co-sourcing vendor (BPO) strongly preferred • Bachelor's degree with 5 years’ Customer Service/Call Center experience or equivalent • 3 years’ experience within healthcare or dentalcare preferred • Working knowledge of call center and operation metrics and reporting tools, scheduling, and staffing tools and quality control/call monitoring processes • Advanced proficiency in Microsoft platform applications: Word, Excel, PowerPoint, MS Project, Outlook, SharePoint and Visio preferred • Strong project management skills and techniques • General knowledge of Internet and Intranet • Must have strong interpersonal and communication skills • Ability to manage multiple priorities and adapt to changing conditions • Excellent analytical and problem-solving skills • Ability to present to professionals -- clients, colleagues, senior leaders • Excellent math capabilities: including the ability to analyze and organize data • Strong attention to detail • Ability to make appropriate decisions • Excellent organizational skills • Excellent communication skills written, verbal and interpersonal • Ability to work well with others at all levels of the organization • Ability to work under pressure • Ability to identify and escalate critical conditions • Strong aptitude for learning new technology applications

Benefits

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial • Generous vacation and sick time • Market-leading paid family, parental and adoption leave • Partially-paid sabbatical program • Medical plans • Company paid life and AD&D insurance • Disability programs • Retirement and Stock Purchase programs to help build and enhance your future financial security • 401(k) plan with an employer-paid match • Employer-funded retirement account • Flexible work environment with a friendly, caring, collaborative and inclusive culture • Great Place to Work® Certified in Canada and the U.S.