Business Partner Organization Director

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premiere propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Job Summary

The Director, Business Partner Organization leads and manages the BPO operations and is responsible for all performance related aspects of contact center outsourcing.  The Director leads the BPO workforce and is the business owner for all planning, training, technology, quality, cost benefit and contract management, collaborating with the VP of CES.  This individual will oversee the operational responsibility for managing over 500 contact center agents onshore, nearshore, and offshore across multiple geographies.  The Director is responsible for overall performance and maintaining efficiency and effectiveness of an inbound contact center operation, including direct client interface, customer satisfaction, employee development and fiscal accountability.  

 

The Director owns and leads the development and scaling strategy of our CX BPO Vendor partnership, building relationships with our internal and external partners to drive performance.  The Director will manage and report our partners performance focusing on KPI’s, SLA’s and quality of service.  Collaborates with the executive management team on key and critical issues and leads coordination across the BPO sites.  Implements the resolution of companywide risks/obstacles to ensure our service is in line with customer needs.  Leads a team of managers and supervisors to ensure operational delivery and integrating and standardizing best practices across outsourced contact centers and multiple lines of business but primarily Customer Experience (billing, payment, service, delivery, customer service).  Responsible for working with peers and other contact center leadership to ensure effective transition management and optimal leverage of performance and delivery standards.  Works with Quality and Process Improvement teams to ensure rigorous measurement and analysis of performance.  Develops methods to capture meaningful and actionable intelligence about customer interactions.  Responsible for effective, timely communications with executives and peers throughout the company regarding outsourced contact center operations.  Seeks out new solutions to performance challenges and inspires others to do the same.

 

**GLOBAL TRAVEL REQUIRED**

Key Characteristics

• Strong Leader - Ability to drive performance with a remote team of management and agents across a large geography including onshore, nearshore, offshore.
• Trusted Decision Maker - Ability to evaluate situations objectively and influence implementation of solutions that provide optimal outcomes for the organization.
• Expert Analytics - Ability to provide consistent and effective analytical assessments for all levels of the organization. Highly developed analytical and operational management skills; uses data to drive operational decision making and achieve business objectives.
• Problem Solver - Detail oriented; thrives on solving complex challenges and demonstrates a high level of personal satisfaction from accuracy and excellence.
• Communication Skills - Ability to effectively present information at all levels of the organization and respond to questions from internal and external sources through various media, including in-person, written correspondence, e-mail, and telephone.

Duties and Responsibilities

• Supplier Management - Responsible and accountable for the overall performance results and optimizes available resources at outsourced / supplier locations.  Ensures suppliers meet and/or exceed KPIs as defined including ramping up/down staffing, shrinkage, AHT, customer satisfaction and contractual obligations. Provides forecasting information with supplier(s) to optimize flexibility and system performance.  
• Performance Measures - Develops, produces, and presents scorecards; conducts operational meetings to review forecast and performance variance; provides proactive analysis, presentations, and strategic recommendations for driving business improvements.
• Collaborative - Works with all CES functions to ensure effective implementation and management of outsourced labor, quality, and adherence to company policy; demonstrates partnership and commitment to mutual success.
• Analytics - Effectively analyzes and recommends opportunities for performance enhancement and results improvement to appropriate leaders and stakeholders throughout the organization.

Knowledge, Skills and Abilities

• Building Partnerships - Identifying opportunities and taking action to