... outsourced customer service functions. This role is responsible for visioning and executing ... This includes vendor management, forecasting and capacity planning, NPS and CSAT performance and ...
... outsourced customer service functions. This role is responsible for visioning and executing ... This includes vendor management, forecasting and capacity planning, NPS and CSAT performance and ...
Global Customer Experience & Vendor Operations Manager
Chicago, IL · On-site
$100K - $110K/yr
About the role The Delivery Manager - Teleperformance is responsible for overseeing the day-to-day performance of one or more outsourced customer service sites, depending on the market and location.
Global Customer Experience & Vendor Operations Manager
Chicago, IL · On-site
$100K - $110K/yr
About the role The Delivery Manager - Teleperformance is responsible for overseeing the day-to-day performance of one or more outsourced customer service sites, depending on the market and location.
Sr. Manager - Outsourced Accounting Services (Legal Services)
Minneapolis, MN · On-site
$120K - $150K/yr
... an Sr. Manager with Legal Professional Services Industry experience to join our Outsourced ... service and constantly grow as professionals. Through our team-based culture of creativity and ...
Sr. Manager - Outsourced Accounting Services (Legal Services)
Minneapolis, MN · On-site
$120K - $150K/yr
... an Sr. Manager with Legal Professional Services Industry experience to join our Outsourced ... service and constantly grow as professionals. Through our team-based culture of creativity and ...
Experience managing outsourced or offshore customer service teams and ensuring service quality ... Preferred Experience setting up customer service processes from scratch (0→1) Familiarity with ...
Experience managing outsourced or offshore customer service teams and ensuring service quality ... Preferred Experience setting up customer service processes from scratch (0→1) Familiarity with ...
Manager - OAS Ajera
$125K - $145K/yr
Stambaugh Ness is seeking an experienced and client-focused Manager, Outsourced Accounting Services to lead client engagements, mentor accounting professionals, and drive exceptional service delivery ...
Manager - OAS Ajera
$125K - $145K/yr
Stambaugh Ness is seeking an experienced and client-focused Manager, Outsourced Accounting Services to lead client engagements, mentor accounting professionals, and drive exceptional service delivery ...
Client Advisory Services Manager
$90K - $110K/yr
Backgrounds such as Accounting Manager, CAS Manager, Outsourced Accounting Manager, Controller, or Client Accounting Services Manager are especially relevant.
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Client Advisory Services Manager
$90K - $110K/yr
Backgrounds such as Accounting Manager, CAS Manager, Outsourced Accounting Manager, Controller, or Client Accounting Services Manager are especially relevant.
VP / Director of Sales job opening for potential candidates from the outsourced customer service ... Manager or external Sales Partner agreements for those able to generate leads and sales ...
VP / Director of Sales job opening for potential candidates from the outsourced customer service ... Manager or external Sales Partner agreements for those able to generate leads and sales ...
Outsourced Accounting Manager
Madison, WI · On-site
Lead the future of advisory services. Berndt CPA LLC is seeking an entrepreneurial, client-focused Outsourced Accounting Manager to join our dynamic team. This position is ideal for an experienced ...
Outsourced Accounting Manager
Madison, WI · On-site
Lead the future of advisory services. Berndt CPA LLC is seeking an entrepreneurial, client-focused Outsourced Accounting Manager to join our dynamic team. This position is ideal for an experienced ...
Customer Service Representative
$12 - $16.25/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative
$12 - $16.25/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative
$11 - $14/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative
$11 - $14/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative
Las Cruces, NM · On-site
$13.10 - $14.10/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative
Las Cruces, NM · On-site
$13.10 - $14.10/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative
$14.50 - $19.75/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative
$14.50 - $19.75/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative
Wichita, KS · On-site
$11 - $14/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative
Wichita, KS · On-site
$11 - $14/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Manager
Miami, FL · On-site
Monitor and manage costs, including but not limited to parts, labor, exchanges, outsourcing, BER ... CUSTOMER FOCUS We strive to provide the best services to our customers. * INTEGRITY We are ...
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Customer Service Manager
Miami, FL · On-site
Monitor and manage costs, including but not limited to parts, labor, exchanges, outsourcing, BER ... CUSTOMER FOCUS We strive to provide the best services to our customers. * INTEGRITY We are ...
Retail Customer Service
$14.50 - $19/hr
Company Description We are a marketing company that performs outsourced sales and marketing ... Due to expansion, we are willing to train highly motivated people for management and customer ...
Retail Customer Service
$14.50 - $19/hr
Company Description We are a marketing company that performs outsourced sales and marketing ... Due to expansion, we are willing to train highly motivated people for management and customer ...
Retail Customer Service
$14.50 - $19/hr
Company Description We are a marketing company that performs outsourced sales and marketing ... Due to expansion, we are willing to train highly motivated people for management and customer ...
Retail Customer Service
$14.50 - $19/hr
Company Description We are a marketing company that performs outsourced sales and marketing ... Due to expansion, we are willing to train highly motivated people for management and customer ...
Spanish Customer Service Representative
Wichita, KS · On-site
$11 - $14/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Spanish Customer Service Representative
Wichita, KS · On-site
$11 - $14/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative (Toll)
$13.50 - $15/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service Representative (Toll)
$13.50 - $15/hr
... Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables ...
Customer Service & Dispatch Manager
$60K - $70K/yr
Experience managing remote, overseas, or outsourced teams required. * Experience utilizing AI-enabled customer service, scheduling, or dispatch technologies preferred. * Experience in restoration ...
Quick apply
Customer Service & Dispatch Manager
$60K - $70K/yr
Experience managing remote, overseas, or outsourced teams required. * Experience utilizing AI-enabled customer service, scheduling, or dispatch technologies preferred. * Experience in restoration ...
The Project Manager will manage organizational projects with operational excellence and will lead ... what outsourced customer service means in a modern, always-on world, built on the belief that ...
The Project Manager will manage organizational projects with operational excellence and will lead ... what outsourced customer service means in a modern, always-on world, built on the belief that ...
Manager Outsourced Customer Service information
See salary details
$24.5K - $31.5K
5% of jobs
$31.5K - $38.4K
14% of jobs
$41.1K is the 25th percentile. Wages below this are outliers.
$38.4K - $45.4K
16% of jobs
The median wage is $51.7K / yr.
$45.4K - $52.3K
17% of jobs
$52.3K - $59.3K
12% of jobs
$59.3K - $66.2K
9% of jobs
$67.8K is the 75th percentile. Wages above this are outliers.
$66.2K - $73.2K
11% of jobs
$73.2K - $80.1K
6% of jobs
$80.1K - $87.1K
5% of jobs
$87.1K - $94K
2% of jobs
$94K - $101K
3% of jobs
$24.5K
$58K
$101K
How much do manager outsourced customer service jobs pay per year?
What is the difference between Manager Outsourced Customer Service vs Customer Service Supervisor?
| Aspect | Manager Outsourced Customer Service | Customer Service Supervisor |
|---|---|---|
| Credentials | Typically requires leadership experience, customer service background, and sometimes management certifications | Requires customer service experience, often with supervisory or team lead roles, but less focus on management certifications |
| Work Environment | Works with outsourced teams, manages vendor relationships, and oversees customer service quality across multiple locations | Works directly within a company's customer service department, supervising in-house staff |
| Employer & Industry Usage | Common in companies outsourcing customer support to third-party providers across industries | Employed within companies' internal customer service teams in various industries |
The main difference is that a Manager Outsourced Customer Service oversees external teams and vendor relationships, while a Customer Service Supervisor manages internal customer support staff. Both roles require customer service experience, but the scope and environment differ significantly.
Chubb rating
8.1
Based on 65 frontline employees who took The Breakroom Quiz
131st of 263 rated insurance
Job description
The AVP, Healthy Paws Customer Care Lead will develop and execute the company's customer-centric strategies, including optimization of Healthy Paws outsourced customer service functions. This role is responsible for visioning and executing comprehensive, multi-channel experience service strategies to ensure seamless integration across customer service touchpoints. This role also oversees ALL third-party vendor operations, including claims across call and email support channels, ensuring an exceptional customer experience while meeting business goals. This role will drive performance through data, accountability, and continuous improvement initiatives, while also partnering with the Learning & Development team and Quality Assurance team to assist in building a scalable quality assurance program.
This role will report directly to the AVP of Quality, Training and Process Excellence.
Primary Responsibilities:
Strategic Leadership
- Provide leadership and strategic oversight for all outsourced customer care operations, including call and email support. This includes vendor management, forecasting and capacity planning, NPS and CSAT performance and implementation, and quality assurance.
- Define and execute a comprehensive, multi-channel customer service and experience strategy aligned with business objectives.
- Lead collaboration with internal stakeholders across operations, product, technology, and marketing to align customer service strategies with overall business goals.
- Map and optimize the customer journey across all service touchpoints to reduce friction, improve self-service and enhance customer experience.
Operational Oversight
- Responsible for driving the strategic shift of additional work to vendor partners, with the goal of reducing reliance on internal escalation and streamlining processes for our agent partners.
- Responsible for ensuring vendor accountability to contractual obligations and reducing costs where applicable.
- Responsible for owning and reporting on all key performance metrics related to vendor-managed calls, emails and tasks-providing insight into what is being done, why, and how it aligns with the Healthy Paws goals.
- Develop and maintain strong relationships with third-party vendors to ensure performance targets, SLAs, and KPIs are consistently met or exceeded.
- Develop, manage, and refine customer experience metrics, including NPS, CSAT, First Contact Resolution (FCR), Average Handling Time (AHT), Abandonment Rate, Wait-Queue Time, and Average Speed of Answer (ASA).
- Oversee the development and execution of a comprehensive quality and assurance program that evaluates agent performance, customer satisfaction, compliance, and brand alignment.
- Oversee assistance in forecasting and verifying contract details across outsourced teams to ensure staffing aligns with customer demand and service level targets.
Transformation and Innovation
- Lead initiatives to enhance the customer journey through process optimization, automation, technology adoption, and quality improvements.
- Drive innovation and transformation strategies in partnership with business and IT teams to ensure seamless integration of digital tools and channels.
- Leverage data and analytics to uncover customer insights, measure success and identify continuous improvement opportunities.
Talent Development
- Lead, mentor, and develop internal teams responsible for vendor management and quality assurance.
- Lead, mentor and develop talent to support customer experience organization.
- 5+ years insurance industry experience focused on customer-facing experiences and operations, preferred.
- Bachelor's degree required.
- Experience in leading cross-functional transformative initiatives, including process development and improvement, with the ability to manage multiple projects simultaneously.
- Proven track record in delivering operational excellence and value to internal and external customers.
- Proven track record in developing talent including but not limited to developing training plan based on individual and business needs.
- Ability to lead change by understanding the business vision and strategy and developing and executing tactical objectives.
- Ability to influence key operational and technology decisions through personal integrity, expertise, and business acumen.
- Collaborative leadership style with a focus on outcomes and innovation.
About Chubb
Sourced by ZipRecruiter
Chubb is the world's largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. We are a unique global organization with a culture of individuals passionately committed to our respective crafts. With underwriting at our core, each of us contributes to providing the best insurance coverage and service to our clients. Our highly collaborative, inclusive nature helps us drive better business outcomes through diversity of background, experiences, insights and values.
Industry
Insurance services
Company size
10,000+ Employees
Headquarters location
Warren, NJ, US