Contact Center Vendor Supervisor (Virtual)
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About You:
- Strong working knowledge of omnichannel contact center operations in a supervisory or managerial capacity
- Strong knowledge of Vendor / BPO call center relationships
- Strong understanding of contact center KPIs and key levers for performance measurement and improvement
- Ability to manage many projects and priorities in a fast-paced environment
- Demonstrated ability to manage remote teams, and drive accountability for business results
- Detail-oriented with good analytical skills, organizational skills, and basic financial acumen+ Strong quantitative analysis skills (with advanced Excel skills) and use of data to make decisions and to influence others
- Is delivery oriented, self-managing, goal-oriented and works well in matrix teams
- Demonstrated ability to mediate conflict/issue resolution with the ability to identify alternative solutions
- Deep passion for customer service and operational excellence
- AA /AS degree or equivalent experience.
- 2-4 years of leadership experience
Key Competencies:
Emotional Intelligence
- Communication
- Coaching
Analytical Thinker
- Strategic Thinker
- Service Oriented
Performance Execution
Planning and Organizing
- Inspiring Others
Conflict Resolution
Facilitating Change
EOE including Disability/Veterans