FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing outsourced contact center operations, driving performance against KPIs, and ensuring compliance with internal and regulatory standards. Proficient in financial management, stakeholder collaboration, and leveraging technology for operational efficiencies.
Highest-signal resume keywords
Contact Center ManagementKPI AnalysisBudget ManagementVendor ManagementLeadership in Multilingual Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI MonitoringOperational Efficiency IdentificationStatistical AnalysisFinancial ManagementContract NegotiationPerformance TrackingForecastingProcess ImprovementData ValidationCompliance Monitoring
Soft Skills
Excellent CommunicationStrong PlanningAdaptabilityTime ManagementResourcefulness
Tools & Technologies
Contact Center TechnologyAI ToolsAutomation ToolsWFM SystemsVendor Management Systems
Certifications & Qualifications
Bachelor's DegreeMBACOPC Certification
Industry Keywords
Outsourced Contact CenterFiduciary ResponsibilityStakeholder EngagementOperational Risk GovernanceMultilingual Support
About the role
Key responsibilities & impact- Lead outsourced contact center strategy and drive partner performance against KPIs and business objectives
- Extract, monitor, analyze, and validate KPI and service-level data
- Identify operational efficiencies and recommend best practices
- Align staffing forecasts, billable hours, and budgets with WFM and VMO leadership
- Manage partner budgets and forecasts with fiduciary responsibility
- Negotiate and maintain partner contracts with Procurement
- Oversee day-to-day operations across outsourced partners
- Execute and deploy new initiatives
- Lead and report weekly, monthly, and quarterly business reviews
- Solicit stakeholder feedback and lead closed-loop feedback with partners
- Manage operating expenses and end-to-end invoice reconciliation
- Monitor partner compliance with internal and regulatory requirements
- Ensure appropriate controls and processes are in place
- Serve as the primary liaison, strategic partner, and escalation point for Gen teams and partner leadership
- Collaborate cross-functionally with WFM, Training, Quality, and Global Operational Risk Governance
Requirements
What you’ll need- Bachelor’s degree; MBA preferred
- COPC certification is an advantage
- 8+ years managing an internal or outsourced call center
- Experience managing outsourced partners in a fast-paced environment
- Experience with contact center technology
- Leadership experience in a multilingual support contact center is a plus
- Financial products experience is preferred, but not required
- Excellent written and verbal communication
- Ability to work with complex mathematical concepts and statistics
- Strong planning and execution skills
- Ability to manage multiple competing priorities
- Ability to work independently and manage time effectively
- Experience using AI tools and automation for vendor management and performance tracking
- Openness to emerging technologies
- Self-directed and resourceful, with sound judgment
- Organized and adaptable
Benefits
Comp & perks- Flexible working options
- Time off
- Competitive pay
- Benefits
- Well-being programs
- Continuous learning
- Career growth opportunities