Call Center Training & Quality Lead

Reclutamiento Empleame
  • Publicada: diciembre 18, 2020
  • Aplicaciones: 0
  • Vistas: 280
Descripción del Puesto

The Supervisor Training & Quality is responsible for assisting with the analysis, scheduling and implementation of all classroom training and Transactional Monitoring in support of assigned client programs to ensure superior workforce preparation. They will support Transactional Monitoring clients with multiple programs or lines of businesses which can be across multiple sites/geos. This includes supervising the Evaluators and Trainers who support their assigned portfolio. This position cultivates client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.

  • Essential Functions/Core Responsibilities
  • Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
  • Drive initiatives to improve the quality of Training and Quality support provided at Convergys by evaluating and improving internal processes
  • Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations
  • Create and maintain consultant training schedule
  • Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
  • Conduct Coaching and Development sessions with team members to drive continuous improvement.
  • Develop strong working relationships with key Business stakeholders, internal and external
  • Oversee audits of key Training and Quality support processes within each account and recommends changes
  • Administration of applicable certification and training processes for staff up to and including internal and client requirements
  • Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
  • Lead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)
  • Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
  • Candidate Profile 
  • 1-2 years related experience or experience in Contact Center environment
  • Bachelor’s degree preferred
  • Strong communication skills, both written and verbal
  • Proficient in Microsoft Office
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
  • Ability to mentor, coach and provide direction to a team of employees
  • Self-starter, sense of urgency, and works well under pressure
  • Ability to foster a sense of professionalism and relationship building for self and team
  • Strong attention to detail
  • Ability to work a flexible schedule
  • Occasional travel
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