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BPO - Relationship Manager

BPO - Relationship Manager

KnitWell GroupDetroit, MI, US
23 hours ago
Job type
  • Full-time
Job description

Relationship Manager - BPO (Business Process Outsourced)

The Contact Center shared service organization prioritizes a customer-first mindset, serving as the frontline support to our customers across the KnitWell Group family of brands. We focus on delivering exceptional service to our customers through various channels (e.g., phone, chat, email, and SMS) for any sales and service inquiries.

The BPO Relationship Manager will manage the performance of our third-party Business Process Outsourced (BPO) across our KnitWell Group brands. This role will be responsible for providing daily operational direction to ensure all performance, CSAT, and quality metrics are met. The manager is passionate about our brands, and it is exhibited through their relationships and collaboration across brand business partners. This is reflected in the passion for the service delivered to our customers through our BPO partner. The Relationship Manager will work to align BPO performance to meet budgeted targets to align to established goals. In addition, the Relationship Manager will collaborate closely with internal partners including Training, Workforce Management, Technology & Analytics, Finance, IT, ECom, and Field Team.

The Impact You Can Have

  • Develop and cultivate relationships with key partners within the BPO and internal KnitWell Group brand stakeholders to align with brand goals and objectives.
  • Foster a strong understanding of the brand identity and values, encouraging partners to actively promote the brand through their communication channels.
  • Manage contractual expectations (e.g., performance KPIs, CSAT, quality) and invoicing (e.g., auditing, approving, initiating payment) to ensure annualized performance and budget targets are achieved.
  • Provide voice of the customer trends to partners across the KnitWell Group organization to give insights to key areas of the business.
  • Manage and function as the subject matter expert across multiple KWG brands to provide insights for managing the day-to-day business needs of their respective brands.
  • Coordinate in partnership with BPO leadership and internal stakeholders testing new technology capabilities to improve agent productivity and customer self-serve functionality.
  • Collaborate with the KnitWell Group operational leaders responsible for internal branded teams to ensure a consistent outcome in key metrics such as productivity, quality, and revenue generation.
  • Maintain open communication and collaborate with BPO partners to ensure defined business strategies are delivered on time and within budget.
  • Cultivate an environment of continuous process improvement to ensure we reduce customer and agent friction, identifying technology gaps & needs.
  • Capability to develop and implement comprehensive brand relationship strategies aligned with overall business objectives.
  • Ability to interpret data and metrics to measure the effectiveness of brand initiatives.

You'll Bring to the Role

  • Bachelor's Degree, and 5+ years' experience in Relationship Manager, preferred experience in managing a contact center BPO relationship.
  • Ability to cultivate strong listening & brand advocacy.
  • Strong relationship skills that influence across various levels of the organization.
  • Ability to influence cross-functionally to drive customer advocacy.
  • Ability to motivate and engage others to drive service & sales KPIs
  • Knowledge of contact center tools and applications (e.g., Telephony, IVR, Knowledge Base, CRM, OMS applications)
  • Strong time management skills and ability to meet tight deadlines.
  • Aptitude for creative problem-solving that utilizes an analytical lens while exhibiting a resourceful approach in collaboration with others.
  • Strong written and verbal communication that allow for active listening, ability to give and receive feedback, and have an awareness to understand nonverbal cues.
  • Ability to be flexible and support weekend and holiday coverage / on call within the Contact Center.
  • Willingness to travel to client meetings and conferences when required.

    • Benefits

  • You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand's discount policies.
  • Support for your individual development plus opportunities for career mobility within our family of brands.
  • A culture of giving back local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.
  • Medical, dental, vision insurance & 401(K).
  • Employee Assistance Program (EAP).
  • Time off paid time off & holidays.
  • The target salary range for this role is : $70,000 - 85,000

    • This position can work remotely or in a hybrid model from either our Etna (OH), Knoxville (TN) or Ft Myers (FL) office locations. Occasional travel to a company office may be required.

    Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

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