BPO Vendor Manager, Alert Communications

About Alert Communications: 

Alert Communications’ 24/7/365 live answering service is a legal only call center that handles leads, current clients and intakes for law firms, independent lawyers and legal marketing agencies in every practice type. Our company culture is people focused; the happiness of our team is a top priority. Our employees are passionately engaged with their work and take advantage of opportunities to learn, grow, and develop. By facilitating open and honest communication at every level, from customer-facing receptionists to our senior leadership team, we continue to create an environment of trust and integrity. 

Summary of Position:

You will work closely with the team to develop a vendor strategy aimed at enhancing our customer experience. In this role, you'll proactively identify opportunities to improve internal processes, workflows, and policies, while managing expectations related to BPO hiring, training, and performance. Each day, you'll engage in strategic brainstorming, collaboration, and the implementation of operational improvements and efficiencies with our BPO partners.

Position Responsibilities:

• Drive all aspects of service delivery in terms of call handling procedures, key performance indicator outcomes, quality standards, etc.
• Collect and analyzing call-center detail; utilize all available data points to clearly evaluate performance, identify problem areas, and communicate results to Vendor
• Demonstrate ownership, initiative, and execute on the ongoing management of department programs and procedures
• Inspect all EverService initiatives are being effectively communicated and driven at the managerial level
• Report back all operational deficiencies identified and work with front-line leadership to create corrective action plans
• Participate in performance calls/meetings with the vendor site to discuss performance
• Work closely with front-line leadership in the site to drive balanced KPI performance
• Anticipate future business changes and/or challenges and respond accordingly to implement new or revised plans to ensure continued success

Requirements

• Demonstrated success in leading, managing teams and achieving goals
• Self-motivated and self-directed with problem-solving skills
• Superior interpersonal, verbal and written communication skills
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Experience in effectively managing and partnering with a diverse employee base
• Able to travel internationally up to 25% of the time

Benefits

We’ve got you covered: 

EverService is proud to offer a variety of benefits to support employees and their families, including: 

• Medical/Vision, Dental, Retirement 
• Life Insurance 
• Sick Time 
• Paid Time Away (PTO) 

About EverService Holdings, LLC: 

EverService is a global provider of tech-enabled business solutions for companies of all sizes, helping them to grow and scale with digital marketing, website design & development, scheduling & booking services, 24/7 answering services, inbound & outbound sales, live virtual receptionists, client & patient intake, and IT services. The company focuses on end-to-end solutions specialized for the legal, medical, home services, retail and technology industries integrated with clients’ CRM, EHR and operational systems. EverService goes to market with vertically integrated, industry-leading brands including Alert Communications, Blue Corona, Nexa Receptionists, Mid-State Communications, Client Chat Live, Mainline Telecommunications, Nexa Healthcare, RYNO Strategic Solutions, iLawyer Marketing and Strike Healthcare. For more information, visit EverService at https://everservice.com/  

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.