Job Summary
- Company
- Virginia Retirement System
- Location
- Richmond, VA 23219
- Industries
- Government and Military
- Job Type
- Full Time
- Employee
- Years of Experience
- 5+ to 7 Years
- Education Level
- Bachelor's Degree
- Career Level
- Manager (Manager/Supervisor of Staff)
- Salary
- 49,700.00 - 61,740.00 USD /year
Customer Service Call Quality Manager
About the Job
We are seeking an individual to develop and monitor quality standards and programs to improve performance results, accuracy, and efficiency within the customer counseling center and across all internal business units. Duties include working closely with leadership staff to identify service quality needs, monitoring staff performance and providing scorecards for performance expectations and results; and analyzing and tracking call volume, quality, performance, and trends at department, team and individual levels. Responsibilities also include developing, monitoring, and maintaining daily workload and staffing plans that keep pace with call volume projections, staffing and skills availability; conducting on-going analysis of customer and agent calls and service programs; and providing management and executive summaries to include strategies for overall performance improvements.
Qualifications include: Supervisory and customer service experience in a call center, operations or production environment; extensive experience with statistical trending/forecasting software and call center applications (prefer prior work experience with Nortel call center applications) or demonstrated aptitude to quickly acquire these skills; experience with database structures, queries, and reporting tools; proficiency in MS Office Products. Candidates must possess excellent written and verbal communications skills; excellent listening skills; strong mathematical and analytical aptitude; and skills in planning, organizing, and leadership with the ability to adapt to a changing environment. Benefits background is a plus. Bachelor’s degree in business administration or closely related field and/or equivalent combination of education and experience.
VRS was recently recognized with the Gold Level Award for a Psychologically Healthy Workplace.
Hiring Range: Up to $61,740
If you wish to be considered for this position you must complete an online application. You may use the following link to access this position and application: http://jobs.agencies.virginia.gov/applicants/Central?search=158
Company Tools
Contact Information
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Virginia Retirement System
