Essential Functions and Responsibilities
• Directs quality control activity for 100% of client deliverables; assists in resolution of deliverable issues.
• Provides leadership to the team of Agents; including development of metrics for performance and productivity and ongoing coaching and skill development.
• Coordinates with Operations and Client Success to ensure business initiatives are being met; collaborates with People Development on call methodology.
• Measures effectiveness of calls, prepare meeting feedback forms through a proper format and monitors the result of stated recommendations.
• Record feedback and to let everyone know about his/hers areas of improvements.
• Should provide information to operations leaders regarding their campaign performance as well as industry trends that may impact their products and services.
• Partners with Training to organize training activities related to agents.
• Identifies and assesses performance to implement continuous improvement in performance and productivity of the agents in line with changing industry trends.
• Provides recommendations to Operations and Client Success regarding deliverable criteria, changes, and issues.
• Facilitates call calibrations and assists with identifying areas of opportunities on agent calls.
Education and Experience:
• Bachelor’s degree or equivalent related experience required.
• Minimum 3 years of Supervisory and/or leadership experience required.
• Minimum 3 years of Quality Assurance and Call Monitoring experience.
Knowledge, Skills and Abilities:
• Seeking someone that can inspire and empower teams.
• Ability to collaborate with others in a productive manner.
• Strong analytical skills; ability to manage large amounts of data in disparate systems, combine data and create spreadsheets, and maintain attention to detail.
• Excellent organizational skills and ability to maintain multitasking over an extended period of time.
• Ability to communicate clearly and effectively verbally and in writing.
• Ability to deliver instructions in a clear and concise manner, providing proper materials and documentation when necessary; encourages growth.
• Attention to detail is a must; however, will need ability to remain flexible as business needs require.