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Homeoffice Partner Relationships Manager

Virgin Pulse  ·  Vereinigte Staaten von Amerika, Vereinigten Staaten Von Amerika · Remote

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Overview

Now is the time to join us!

Virgin Pulse and HealthComp are now Personify Health. The industry’s first personalized health platform company combines health, wellbeing, and navigation solutions to deliver powerful outcomes to businesses and their people. At Personify Health, we believe in offering total rewards, flexible opportunities, and a diverse inclusive community, where every voice matters. Together, we’re shaping a healthier, more engaged future.

Responsibilities

Who are you?

As a Partner Relationship Manager, you will join our Virgin Pulse/HealthComp Member Services team. Our team manages the operations of our support services functions including contact centers and back-office support. We have multiple BPO's across different geographies and are accountable for performance management, compliance, risk management, and budget.

You will help manage the day to day operations of one or more sites for VP/HC. This includes performing deep dives of key performance metrics, helping to facilitate the deployment of new launches, identifying root causes and barriers agents are facing and then implementing solutions. You will need to be self-driven and passionate about improving the agent and member experience. You will work cross functionally with BPO leaders and other internal teams on a regular basis and will need to be able to communicate needs and challenges clearly.

In this role you will wear many hats, but your knowledge will be essential in the following:

  • Run daily and weekly operations reviews and handle KPI management Partner with the Member Services org and BPO teams to conduct root cause analysis and identify operational process standardization opportunities Create ad-hoc operational reports, provide status update on metrics and initiatives, and contribute to the improvement of our reporting systems for KPIs Identify and solve complex customer service issues, and proactively prevent negative service trends Develop and maintain strong working relationships with employees at every level in the company with all levels of call center operations Represent your sites in internal business reviews Demonstrate a management system that encourages participation and ownership, along with a continuous focus on action and customer satisfaction

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Qualifications

What you bring to the Personify Health team

In Order To Represent The Best Of What We Have To Offer You Come To Us With a Multitude Of Positive Attributes Including

  • Bachelor's degree or equivalent
  • 7+ years working in the contact center industry, at or with large-scale BPOs

You also take pride in offering the following Core Skills, Competencies, and Characteristics:

  • A sincere passion and obsession for customers while maintaining a lean, highly productive operation
  • Ability to provide open and honest feedback to BPO leaders that drives performance and partnerships
  • A track record of delivering results in a fast growing, global contact center environment
  • A track record of working autonomously, skilled at implementing new processes and systems, and the ability to influence senior leadership
  • Strong oral and written communication, along with a strong analytical mindset
  • Ability and willingness to travel domestically and internationally, approx. 25% of the time

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges up to 74,000 annually. Note that salary may vary based on location, skills, and experience. This position is eligible for 10% target bonus/variable compensation as well as health, dental, vision, mental health and other benefits.
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