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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

Benefits

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.