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Role Overview:
- Lead third-party vendor delivery in a remote, US-based contact center environment.
- Ensure exceptional support experiences for students, educators, and stakeholders.
Key Responsibilities:
- Oversee vendor performance against SLAs, KPIs, staffing targets, and contractual requirements.
- Apply Lean/Six Sigma methods to optimize workflows and manage operational risks.
- Collaborate with internal leaders and external partners on escalations and improvement initiatives.
Requirements:
- At least 7 years of contact center operations experience, including multichannel management.
- Strong vendor management, performance optimization, and strategic problem-solving skills.
- Familiarity with AI-driven tools and willingness to travel 3-4 times yearly.
Benefits:
- Competitive salary, retirement savings, annual bonuses, and career advancement.
- Remote-first flexibility, collaborative culture, and meaningful work in education.
Undisclosed
They provide large-scale customer support services for students, educators, and other stakeholders in the education sector. The company fosters a remote-first, collaborative culture focused on innovation, inclusion, and continuous improvement.