What you will do

• 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 or something.

• 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.

• This position requires occasional travel, including visits to international BPO partner locations. Candidates must maintain a valid passport and be able to travel with limited notice.

Skills and Abilities

• Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration.

• 5-7 years contact center leadership

• 3-4 years of experience in Contact Center Vendor Management or equivalent experience

Job Skills / Knowledge Demonstrated:

• Experience in a contact center, customer service, or operations environment.-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

Environment:

• This is a salaried position requiring work during core business hours, Monday through Friday. Additional availability may be required outside of standard hours, including weekends, to address BPO-related issues or emergencies as needed.

• As a remote position, employees are required to maintain a separate, private working space that supports confidentiality and productivity.

• Heavy utilization of Microsoft Teams is expected for meetings, collaboration, and day-to-day communication.

Education Qualifications

• High school diploma or GED required. An Associate’s, BA or BS preferred. Business Management or equivalent work experience

The estimated salary range for this position is $90,000USD to $94,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

#LI-BY1

#LI-REMOTE