Senior Manager Of Operations, Global Care Vendor Management
Fulfilled a critical role ensuring the overall quality and efficiency of the customer experience, with a focus on managing relationships and performance with BPO vendors operating contact centers in domestic and international locations.- Developed cross-functional management teams responsible for Operations, Business Support, Training and Quality performance of off-shore and near-shore BPO vendor sites, leaders, and teams.- Collaborated with BPO vendor executives for ongoing staffing and strategic planning with local teams, to include direct mentoring of BPO Site Directors and Senior Leadership Teams, as well as facilitating monthly and quarterly Business Reviews focused on KPI improvements, SMART plans, and leadership development.- Managed multiple BPO contact center locations (3500+ FTE) responsible for engaging with customers across Activations, Business Care, Financial Care, General Care, Technical Care, and Retention lines of business utilizing voice, e-mail, chat, and social platforms.- Successfully guided multiple projects launching off-shore and near-shore contact center sites from new build out to production, as well as decommissions and reductions to the scope of other sites.- Attained outstanding results through a relentless commitment to performance monitoring and process improvement, achieving Top Performing Line of Business across multiple programs and locations.- Directed the end-to-end enterprise roll-out of key strategic customer-focused projects that included Path to Resolution, Equipment Lifecycle Proficiency, and Master Billing Certification.- Effectively navigated teams through challenging transformations within the organization: T-Mobile/Sprint merger, Support Team consolidation, implementation of remote work solutions during COVID pandemic years, Team of Experts operational model, and a climate of repeated corporate restructuring initiatives.
