As the Associate Manager-BPO Repair Contact Centers you'll be responsible for managing the overall relationship and ensuring operational performance expectations are met, or exceeded, by the external vendor call center(s), located offshore. This position is directly responsible for management and oversight of front-line customer contacts for their assigned line of business (i.e. Wireline Sales and Service and Cable Sales and Service). This position will drive consistency across our call center operations, partner closely with our internal call center leadership, and cross-functional departments.

This position serves as a contact for TDS, including issue notification, escalation, and resolution in day to day operations, monitoring of key performance indicators, quality, coverage, data connectivity issues, security concerns, and leadership concerns. They must work closely with several cross-functional teams, including Workforce Management, Training, Quality Coaching Program, COAST/Procedures, Security, Firewall, and Networking Teams.

For their assigned line of business, they are the primary contact for any program, application, or URL that is not yet approved by Security for vendor use; responsible for overseeing the Security request through final implementation. In addition, they administer and maintain user level access for browsing and email restriction, and access to the TDS Network. They conduct periodic audits to ensure integrity.

This position ensures all regulation and other compliance responsibilities of TDS are being followed by the Vendors according to expectations.

This position has the ability to work remotely in any of the 40+ states in which TDS operates. 

Establish a relationship and rapport with Customer Service Vendors to assess their current requirements for achieving superior TDS Telecom results and to understand and assist the resolution of operational challenges:

• Serves as a contact for issue notification, escalation, and resolution in day to day operations, including monitoring of key performance indicators, quality, coverage, data connectivity issues, security concerns, and leadership concerns.
• Develops and monitors vendor performance, relating to duties specific to their service level agreement: ensures clarity, accountability, communication, and cooperation. 
• Ensures all regulation and other compliance responsibilities of TDS Telecoms are being followed by the vendor according to expectations.
• Performs development activities and assesses the performance and behaviors of the front-line vendor leadership team. Providing them with ongoing feedback and suggestions for areas of improvement.
• Work closely with the TDS Telecom training team to plan and deliver new training to the outsourced vendor that will enable them to successfully meet and exceed customer expectations.

Provides leadership and management of the vendor(s) global and local workforce teams:

• Establish and develop a relationship and rapport with the vendor(s) Workforce Management analysts; assesses the performance and behaviors of the workforce analysts, providing their manager with ongoing feedback and suggestions for areas of improvement.
• Works closely with our internal Workforce Management team to ensure the vendor(s) are operating in an efficient cost-effective manner, enabling them to successfully meet and exceed our service level goals.
• Provides oversight to capacity planning efforts to determine headcount needs, and also timing of new hire classes for optimal effectiveness based on forecasted call volumes.

Provides leadership and management of the vendor(s) quality coaching program:

• Establish and develop a relationship and rapport with the vendor(s) Quality Coaching team(s); assesses the performance and behaviors of the vendor coaches, providing their manager with ongoing feedback and suggestions for areas of improvement.
• Works closely with our internal Quality Coaching team to ensure the vendor(s) are operating in close alignment with our quality expectations, enabling the vendor(s) to successfully meet and exceed customer expectations.

Primary point of contact for Security & Access needs involving the outsourced customer service vendor(s):

• Primary point of contact for any program, application, or URL that is not yet approved by Security for vendor use; responsible for providing a preliminary risk assessment and overseeing the Security request through final implementation.
• Administers and maintains the user access list for our vendors Browsing and Email Restriction policies; performs periodic access audits to ensure integrity.
• Administers and maintains contractor access to the TDS network using the HR Contingent Worker System, accountable for all vendor contractors for their assigned line of business.
• Assists the Security team in the investigation of any potential breach situations, with a strong sense of urgency and thoroughness.
• Maintains confidentiality.

Primary point of contact for Networking & IT issues involving the outsourced customer service vendor(s):

• Establish and develop a relationship and rapport with the vendor(s) Networking & IT Management leaders to assess the stability, redundancy, and escalation procedures required to continually provide data and voice connectivity between our company and the vendor(s) contact center operation(s).
• Serves as the primary contact for escalation of issues impacting the ability to receive customer calls and provides coordination and oversight until there is a resolution. Additionally, partner with the vendor to identify actions required to mitigate the chances of a repeat occurrence.

Travel Required:

• National and international location(s) including, but not limited to, Jamaica. No less than 20 business days working onsite at the external contact center location(s) per year, additional time as required by business need.

Required Job Qualifications

• Bachelor’s Degree or higher OR 4+ years professional work experience
• 2 + years managing an inbound customer service or technical support contact center -OR- indirect leadership supporting contact center and/or project management
• 2 + years of experience managing direct reports, or indirect reports, including developing, motivating, and directing people as they work

Other Qualifications

• Proven ability in identifying operational issues, creating robust communications, and implementing strategies to optimize performance.
• Advanced skills in troubleshooting, solving problems, and root cause analysis are essential.
• Strong familiarity with specified contact centers, Financial Services and Customer Repair.
• Knowledge of and experience with all of the following: networking, security, quality coaching program, process and procedures, and workforce management.
• Knowledge and training of TDS Telecom products and services.
• Ability to travel domestically and internationally, location not limited to Jamaica.

Decision making and self-management:

• Able to analyze data and use it to make solid business decisions.
• Able to manage multiple tasks, priorities, and functions.
• Capability to manage own workload while meeting team goals and business needs of the company. Excellent organizational and time management skills.
• Demonstrates experience in project management skills with an ability to roll out large-scale projects, and simultaneous projects, breaking down complex problems into manageable goals.
• Successful at leading strategic initiatives from concept to full implementation.
• Desire and capability to make timely decisions in a rapidly changing and uncertain environment.

Interpersonal and communication skills:

• Proven ability to manage without authority and obtain results; from both inside and outside of our organization. Working with diverse groups of people to accomplish goals and objectives.
• Demonstrated ability to assist in building strong team dynamics and work with complex cross-functional teams.
• Exemplary oral and written communication skills are essential, as well as the ability to generate ideas and think creatively.
• Public speaking, meeting, and presentation skills.
• Proven ability to interact with all levels of our organization. Ability to manage and interface with vendors at multiple levels in their organization(s).
• Ability to translate broad and complex concepts into understandable messages.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs

Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more! 

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.