Customer Service Manager – Training and Quality Assurance

Job Title: Customer Service Manager – Training and Quality Assurance

Location:  Eden Prairie

Department:  Customer Service

Reports to: Vice President, Customer Experience

Supervises: Training and Quality Assurance Teams

Position Overview:

Manage all activities related to the ongoing Training and Quality initiatives for all customer fronting call center activities.  Provide guidance to ensure the call center operations are in compliance to the foundational corporate value of providing a premium customer experience with a continued focus on enhancement and refinement of our training and quality processes. 

This position is responsible for overall strategic and operational product and process training for all contact center (internal and service providers) personnel to include:

·         Management of the Quality Assurance team.

·         Management of the Training team.

·         Corporate liaison representing call center operations at large.

·         Defining the tools and procedures needed to support the development of new hire training curriculum(s) and enhance coaching skills.

·         Creation and implementation of a formal process for integrating customer feedback to influence continued improvement in all daily practices. 

·         Monitor and support all employee retention initiatives relative to the new employee on-boarding process.

·         Remain active and current in the industry relative to Training and QA.

·         Strategic planning and project leadership capabilities.

Success Attributes:

Ø       Strong Customer Service orientation

Ø       Supervisory / management experience in a contact center environment

Ø       Strong problem solving and decision making skills

Ø       Proven organizational skills and time management skills

Ø       Conflict management skills

Ø       Quality Assurance orientation

Ø       Excellent written and verbal communication skills

Ø       Strong inter-personal and motivational skills

Ø       Project management skills

Ø       Expense control management

Ø       Ability to create innovative solutions

Ø       Ability to work effectively and efficiently with all levels and departments within organization

Ø       Ability to influence others and drive results

Ø       Ability to adapt to changing priorities to meet changing deadlines

Ø       Demonstrated ability to work in a collaborative environment

Ø       Proven ability to create and implement training programs that produce results and motivate team members

Ø       Experience with Quality Monitoring and feedback systems

Ø       Ability to develop and implement new policies and processes based on business needs

 Essential Functions:

         Training:

Ø       Manage all activities related to ShopNBC’s training development, design, improvement and deployment.

Ø       Develop strategy, planning and execution of all training programs within global contact centers.

Ø       Works closely with cross functional departments to ensure all ShopNBC Customer Experience, Customer Service and Order Capture initiatives and goals are considered and supported.

Ø       Ensure continuity of messaging across all customer media channels through the use of accurate and up to date training materials. 

Ø       Ensure new business policies and promotional launches are introduced and trained as appropriate across all call centers.

Ø       Partnering with Work Force Management and Human Resources to facilitate a coordinated effort in defining hiring needs, class room protocol and staff development opportunities.

Ø       In cooperation with the call center managers, ensure a positive “on boarding/transition” experience for all new hire team members.

Quality Assurance:

Ø       Provides firm, fair, and consistent feedback to in-house call center facilities and outsourced contact center employees to strengthen the customer experience, support individual growth and maintain a positive work environment.  Identify innovative ways to motivate, influence behavior, and increase job satisfaction with each member of the team.  

Ø       Ensure that adherence to all corporate policies and procedures are followed according to defined compliance score carding.

Ø       Continue to support and strive for implementation of all practices that would support first contact resolution.

Ø       Partnering with call center management staff to provide coaching and corrective discipline suggestions (as needed) to address non-compliance issues.

Travel:

Less than 10%

Career Path:

Call Center Operations Manager > Customer Service Director > VP of Call Center Operations

Qualifications:

Education:

Bachelor's Degree (B.A.), or equivalent experience

Experience:

Ø       5 to 7 years call center experience

Ø       2-3 years management experience; preferably in a call center training environment

Ø       Experience in performance management – emphasis on coaching, mentoring and motivating team members

Ø       Class room presentation experience

Ø       Technical /  curriculum writing skills

Ø       Proficient in Excel, Word, Outlook and PowerPoint

Ø       Proven organizational skills

Ø       Strong inter-personal and motivational skills

Ø       Highly developed telephone skills

Ø       Excellent time management skills

Physical Activity:

Ø       Finger Dexterity: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand or arm, as in handling.

Ø       Repetitive Motions: Substantial movements (motions) of the wrist, hands, and/or fingers.

Ø       Talking: Expressing or exchanging ideas by means of the spoken work. Those activities, which demand detailed or important instructions spoken to other workers accurately, loudly or quickly.

Ø       Hearing: Perceiving the nature of sounds with no less than a 40-db loss.  Ability to receive oral communication and make fine discriminations in sound.

Ø       Operators: This is a minimum standard for those whose job requires work done at close visual range. (i.e. preparing and analyzing data and figures, clerical and administrative functions, accounting, computer terminal use, extensive reading, visual inspection, operation of machines, using measurement devices, assembly or fabrication of parts.

Visual Demands:

Ø       Operators: This is a minimum standard for those whose job requires work done at close visual range. (i.e. preparing and analyzing data and figures, clerical and administrative functions, accounting, computer terminal use, extensive reading, visual inspection, operation of machines, using measurement devices, assembly or fabrication of parts.

Physical Requirements:

Ø       Light Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for Light Work.

Conditions:

Ø       None: Individual not substantially exposed to adverse environmental conditions - typical office or administrative work setting.

Tools/Equipment:

Ø       Data processing equipment

Ø       Headset

Ø       Copier

Ø       Facsimile

Ø       Calculator

Ø       Office supplies (pens, staplers, pencils, etc.)

Ø       PC equipment (monitor, keyboard, printer, mouse, etc.)

Ø       PC software