Manager, Contact Center Partnerships in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Contact Center Partnerships based in United States.

This role oversees strategic relationships with outsourced contact center partners, ensuring operational excellence, service quality, and alignment with business objectives.
The position is responsible for managing day-to-day partner performance, driving continuous improvement, and maintaining strong client service standards.
You will collaborate with internal teams and external vendors to optimize workflows, resolve complex issues, and support evolving business needs.
The ideal candidate combines contact center leadership expertise with strong analytical skills and a passion for improving customer experiences.
This opportunity offers the chance to influence large-scale operations, enhance partner performance, and contribute to a collaborative, customer-focused environment.
Working remotely, you will play a key role in strengthening operational efficiency and delivering measurable business outcomes.

The Manager, Contact Center Partnerships will lead vendor relationships and oversee outsourced contact center operations to ensure service excellence, compliance, and continuous improvement. This role requires strong operational leadership, data-driven decision-making, and the ability to collaborate across multiple teams and stakeholders.

• Manage daily activities and performance of multiple outsourced contact center sites, ensuring partners consistently meet business expectations and service standards.
• Ensure workforce planning and staffing levels align with forecasted business needs and operational requirements.
• Act as an escalation point for complex client issues, complaints, and operational challenges, providing guidance and solutions to internal teams and partners.
• Monitor partner adherence to policies, procedures, regulatory requirements, and operational risk controls to maintain compliance and efficiency.
• Collaborate with Quality Assurance leadership and program managers to evaluate performance, improve quality metrics, and implement action plans.
• Lead business reviews with external partners, analyzing performance trends, identifying improvement opportunities, and driving accountability.
• Develop and maintain dashboards, reporting processes, and tracking tools to improve visibility into operational performance and departmental efficiency.
• Support strategic initiatives and special projects that enhance contact center capabilities and align with changing business priorities.
• Partner with leadership teams to execute operational strategies and adapt processes based on evolving business needs.

The ideal candidate brings experience managing contact center operations, vendor partnerships, and performance improvement initiatives. Strong organizational skills, analytical thinking, and the ability to manage complex priorities are essential for success in this role.

• 3+ years of experience in contact center leadership roles.
• 3+ years of experience managing contact center vendors or outsourced service providers.
• Experience with financial oversight, operational reporting, and performance management.
• Previous experience in banking or financial services environments is preferred.
• Strong organizational skills with the ability to prioritize multiple complex initiatives in a fast-paced environment.
• Excellent problem-solving abilities with a data-driven approach to identifying solutions and improving processes.
• Ability to analyze performance metrics, establish goals, and drive teams toward measurable outcomes.
• Proficiency with contact center technologies, reporting dashboards, task management tools, and standard business software.
• Ability to quickly learn and manage systems supporting contact center operations.
• Strong communication and collaboration skills, with the ability to work effectively with internal stakeholders and external partners.
• High school diploma, GED, or equivalent professional experience required; bachelor’s degree in a related field preferred.

• Competitive annual salary range of $74,000 - $86,000 USD, depending on experience, skills, qualifications, and location.
• Eligibility for incentive compensation opportunities.
• Fully remote work opportunity available nationwide.
• Access to professional development and career growth opportunities.
• Opportunity to work in a collaborative environment focused on customer service, operational excellence, and continuous improvement.
• Comprehensive employee benefits package designed to support professional and personal well-being.