Customer Support Operations Partner Manager

Customer Support Operations Partner Manager

Job Title: Customer Support Operations Partner Manager 30856-1Duration: 12 Months (W2 Possible Conversion)Location: Austin, TXAlso open to: Baltimore, MD, Boston, MA, Houston, TX Los Angeles, CA and San Diego, CA.Responsibilities:Liaison between business and contact center operations Actively manage partner delivery against them Implement tracking mechanisms to support business understanding of key contact drivers and their root causesAnalyze and utilize data related to contact drivers, NPS, CES, FCR, CSAT, and other channels to drive continuous process and program improvement Review and process BPO invoices Drive and support training content development and delivery, including agent and customer facing knowledge center content Support Weekly, Monthly, and Quarterly business reviews Ensure partner workers are on-boarded with the correct tooling access/permissions Work with IT and Infosec to ensure partner compliance with established security requirements Work with Global Outsourcing to ensure periodic partner benchmarking is performed Identify, elevate, and drive opportunities to improve partner worker engagement, operational efficiency, and customer effort reduction & clearly communicates progress of initiatives Communicate qualitative and quantitative input from partner support channels Work dynamically and cross-functionally to escalate and resolve issues and assist with developing and executing program requirements Travel 25%Minimum Qualifications:BA/BS degree 5+ year’s experience in customer-facing communications, community management, customer service, contact center management, and/or program management 1+ year experience managing a partner relationship focused on customer support operationsPreferred Qualifications:Experience developing and managing processes as part of a customer support operations team, working cross-functionally with internal teams and stakeholders Experience running data analysis, including volume forecasting

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