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BPO Technology Services Manager

Company: WEX, inc.
Location: Fargo
Posted on: April 13, 2019

Job Description:

BPO TECHNOLOGY SERVICES MANAGER



The BPO Technology Services Manager is responsible for leading a variety of technology focused teams that help support the operational and service delivery teams at WEX Health. The BPO Technology Services Manager needs to ensure the service delivery teams have the tools, reporting and systems to help ensure the delivery of high quality customer service, while maintaining service level agreements for all BPO partners. The BPO Technology Services Manager is responsible for managing the team to high levels of efficiency and quality, while maintaining a positive work environment.

DUTIES AND RESPONSIBILITIES:

* TEAM MANAGEMENT Responsible for leading teams supporting the OnBase, Telecom, and Workforce Management functions. This includes but is not limited to setting individual goals/commitments, performance management and completing evaluations with each team member in accordance with the company practices.

* CUSTOMER SERVICE QUALITY AND METRICS Must understand what it takes to meet the contractual Service Level Agreements, including the allocation of resources across queues, partners, and schedules to meet agreed upon Service Level Agreements. Ensure that systems are operational to ensure Service Level Agreements are met and exceeded.

* FINANCIAL/OPERATIONAL Properly assess budget needs for BPO technology projects. Manage projects to stay within budget. Assist with budgeting process for future technology implementations.

* TECHNICAL OPERATIONS Will be responsible for overseeing the OnBase and Telecom teams. Duties will include scheduling upgrades, working with vendors, partnering with Corporate IT teams to ensure high availability of departmental systems, OnBase functionality development planning, telephony capacity planning and providing roadmaps for future system enhancements for systems utilized by the BPO. Duties will also include attending release meetings to ensure integrations between departmental tools and production systems are tested within timelines defined by Development teams.

* LEADERSHIP DEVELOPMENT Must demonstrate the ability to coach, mentor and develop future leaders within the BPO/WEX Health Service team. This includes being able to identify future leaders, build skills both formally and informally and define Career Development plans and career growth within the organization.

* CRITICAL SITUATIONS AVAILABILITY Will be available and the lead person for the BPO in cases where phones, IVR, or other critical BPO systems are not operational and impacting service delivery teams. Act as the BPO liaison to Corporate IT teams in Critical Situations.

* WORKFORCE MANAGEMENT Must be able to oversee and assist with workforce management team duties across a variety of teams. This includes staffing for volume, adjusting queue configurations, providing schedules for queue coverage, training and time away from work.

*

* Minimum of a Bachelors Degree in Business or Management

* Previous contact center team or technical support team management experience required (5 years preferred)

* Experience working with software and tools on a day to day basis (Microsoft Office, Outlook, Web, GSuite)

* Experience working with call center tools such as IVR, call tracking systems, and reporting tools

* OnBase and Project Management Experience preferred

* Healthcare industry, COBRA or related field experience preferred

* Must have good written, verbal, and communication skills

* Ability to manage multiple priorities and initiatives while managing a diverse team.

Equal Opportunity Employer/Vets/Disability

Keywords: WEX, inc., Fargo , BPO Technology Services Manager, IT / Software / Systems , Fargo, North Dakota

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