Call Center Sr. Manager, Quality (DBJ-61)

Call Center Sr. Manager, Quality (DBJ-61)

03 jul
Bogotá D.C.

03 jul


Bogotá D.C.

Essential Functions/Core Responsibilities

• Select, train, develop, and manage performance of Training and Quality direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements

• Understanding vertical Operational and Account Management. Needs to achieve profitability and client satisfaction objectives

• Recommend modifications to Training and Quality organizational policies and procedures and reinforce the company’s direction, vision, and values. Partner with process owners and respective supporting personnel to formulate and implement process management procedures, goals and objectives

• Manage to achieve budget and forecasts for the Training and Quality Organization

• Ensure appropriate staffing and utilization of Training and Quality staff

• Create regional goals, objectives, deadlines, and business relationship development with Business stakeholders (Training and Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

• Maintain information on direct reports individual performance as well as overall vertical performance

• Integrate Corporate Training and Quality activities with other Convergys organizations such as Operations, Resource Units (Analytics & Learning Strategy) globally

• Participate in existing client and client prospect presentations on Training and Quality initiatives and methodologies

• Apply consultative and needs analysis skills to recommend optimal process solutions (training and operational processes) to achieve account metrics and high client satisfaction scores

Candidate Profile

• 10+ years related experience or experience in Contact Center environment

• Bachelor’s degree preferred

• Must have proficiency with various software applications programs including Outlook, Microsoft Word, PowerPoint and Excel

• Demonstrated ability to interact with various levels internally and externally to influence decisions

• Previous management experience in a customer service, training or quality environment

• Successful experience in developing and implementing training and quality curriculum

• Solid communication skills, both oral and written

• Demonstrated understanding of adult learning principles

• Demonstrated ability to mentor, coach and provide direction to a team of employees

• Demonstrated ability to take initiative and ownership with focus on continuous improvement

• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team

• Ability to organize and prioritize projects in a fast-paced, deadline-oriented and rapidly changing business environment

• Decision-making skills for problem identification and solution recommendation and implementation

• Ability to plan, organize and schedule work flow to meet rigid project deadlines

• Ability to work a flexible schedule

• Occasional travel required


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