BPO Manager

Join Triumph Financial!

At Triumph Financial, we're focused on creating value by driving business and communities of all sizes toward the future. That's why we're looking for passionate, solutions-oriented people to join our team. As a values-driven financial service company, our goal is to help our clients succeed and our communities prosper - and that starts with forward-thinking professionals dedicated to our purpose of Helping People Triumph.

Position Summary: The BPO Manager will successfully manage the relationship and performance of outsourced partners. Responsible for deep understanding of current business processes to ensure outsourced partners onshore and offshore have the tools, training, data, and communications needed to successfully meet contractual requirements, Service Level Agreements, and customer satisfaction.

• Work directly with internal and external stakeholders to ensure that vendor performance requirements are met.

• Own the new contingent worker onboarding and offboarding processes inclusive of acquiring and sharing network access credentials securely and revoking access in a timely manner.

• Participate, lead and coordinate vendor governance meeting cadence, site visits, and change management to successfully support a 24/7 operation.

• Regularly collect vendor performance data from various workstreams to complete performance appraisals and update vendor scorecard.

• Coordinate calibration sessions and collaborate with internal and vendor Quality Assurance programs to ensure they are aligned.

• Review and complete Vendor Attestation Reports and other required vendor management documentation as needed.

• Collaborate with Workforce Management to maintain contingency plans to ensure adequate coverage levels, in the event of staff shortages.

• Participate in Business Continuity Plans and Disaster Recovery activations.

• Regularly complete Permissions Assist audit to ensure appropriate permission/access aligns to each vendor support role.

• Create a productive, supportive work environment of highly engaged employees and BPO team members who create highly satisfied customers and outsourced partners

• Lead and inspire team members by setting a good example.

• Participate and/or lead special project as necessary.

• Bachelor's degree is required. Will consider contact center management experience in factoring, financial services, or in a customer service role in lieu of degree.

• Minimum of 2 to 5 years of prior call center/people management & operations experience.

• Minimum of 1 to 3 years of experience managing outsourced contact center and operations partners.

• Experience managing offshore contact centers as well as a remote employee workforce.

• Freight, transportation or general factoring, or logistics industry experience is preferred.

• High emotional intelligence and self-awareness encourage positivity and engagement throughout the team.

• Strong quantitative analysis skills with the ability to make data-justified business decisions.

• Dedicated to meeting the expectations and requirements of internal and external customers.

• Must be able to train, mentor and motivate others effectively.

• Adapt to change and develop workable implementation plans, communicate changes effectively, build commitment, and overcome resistance.

• Ability to multi-task and stay focused at high levels of productivity.

• Ability to provide excellent customer service while meeting funding deadlines.

• Excellent verbal and written communication skills.

• Ability to understand and follow written and verbal instructions and directions given by the manager.

• High integrity, values-based professional; demonstrated ability to balance work-life demands amid significant pressure and foster/nurture healthy, trusting, symbiotic relationships.

• Tactful and diplomatic coaching style.

• Effective organizational and time management skills.

• Intermediate-to-advanced skills in Excel, Word, and Power Point.

The work environment characteristics described here may be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer keyboard and telephone.

• This job requires specific vision abilities due to computer work.

• Light to moderate lifting is required.

• Regular, predictable attendance is required.

• Ability to travel 1-2 times annually - domestic and international.

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We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.

Go on. Do it. Apply Today!