Contact Center Quality Manager

Duties and Responsibilities include the following.

1. Set targets, measure performance, records statistics and prepare reports for individuals and teams.

2. Evaluate representative’s performance using key metrics (i.e. call handling, bookings, etc.)

3. Review the performance of staff and identify any training needs.

4. Ensure staff members are achieving desired booking levels and take corrective action, as needed.

5. Monitor and improve telephone handling and additional channels offered in our contact center.

6. Coordinate with Supervisors on best practices for maintaining sales conversions.

7. Ensure proper implementation of new initiatives.

8. Keep Contact Center Director informed by reporting activities and results.

9. Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments.

10. Keep a positive and professional environment, as well as motivates the team.

11. Must maintain a professional appearance and demeanor.

12. Ability to collaborate with stakeholders at all levels of the organization.

13. Take on other tasks or projects as assigned to support employees and Contact Center Global Director.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office, Excel and internet software.

Education/Experience:

Prefer bachelor’s degree, or at a minimum an Associate’s degree; and at least 3 years of related experience; or equivalent combination of education and experience.

Knowledge, Skills and Other Abilities:

• Oral and written communication skills

• Professionalism

• Be able to prioritize different tasks

• Excellent keyboarding skills

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands; reach with hands and arms; and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to see color.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.