Bpo - Relationship Manager

The Contact Center shared service organization prioritize 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.