This Opportunity
WSP is currently initiating a search for a Full-Time Contact Center Training & Quality Manager . This position will be based out of Costa Mesa, CA.
The Training & Quality Manager is responsible for managing functions associated with supporting the front-line operations in the Service Center; primarily Quality Assurance and Training. Other Support functions could be rolled into the department in future. Duties include identifying areas of opportunity, developing solution plans, coaching team members (QA Associates & Trainers) and ensuring key metrics are achieved. This position is full-time and will require some evening and weekend schedules throughout the year to support the team. The position requires full-time in-office presence at the Service Center. Job requires knowledge of MS Office, Windows, MS Excel, proficient typing skills, excellent written and verbal communication skills as well as knowledge of front and back-office contact center functions. Six Sigma and curriculum development experience is helpful. Training/QA Manager may be reassigned on a long term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company.
Your Impact
- Manager Responsibilities: Manage staff of Training/QA team; occasionally step in to manage team members in other departments. Ensure hours of coverage, pay, and development is effective, accurate, and timely.
- Plan the work and manage the department to meet the goals of the Key Performance Indicators (KPIs) of the Service Center (Call Center, QA, Training, etc.).
- Integrate Knowledge Management System with New Hire Training curriculum. Maintain updates.
- Initiate new, improved Quality evaluation methods and tools.
- Perform training and QA duties when coverage and additional resources are needed.
- Report monthly on Operations Support accomplishments and performance impacts.
- Identify and assess current and future training needs through performance analysis and consultation with line managers, and Supervisors.
- Observe and coach Trainers and QA team members.
- Monitor and evaluate training program’s effectiveness, success, and ROI periodically (and report).
- Responsible for all employment decisions within Training/QA department and final approval by.
- CSC Manager - Oversee staff development tracking and corrective action tracking and documentation of the team.
- Annually re-evaluate QA/Training department standards for bonus levels as well as corrective action guidelines
- Approve all time sheets weekly and bonus data monthly.
- Perform various projects as assigned by CSC Manager (trending performance, new hire ramp-to-proficiency, trainer effectiveness, etc.)
- Maintain continuous updates to Training programs and procedures, QA program and procedures, Knowledge Base, and Standard Operating Procedures (SOPs) related to IP, AAA, and CC.
- Coordinate with IT on all UAT needs and schedules; ensure training environment is updated and available for new hire classes.
- Coordinate with other department managers, and supervisors on all performance issues
- Performs various clerical functions to include filing, handling deliveries, etc.
- Perform related duties as assigned by Customer Service Center Manager.
- Maintain compliance with all company policies and procedures.
- Ability to adhere to attendance requirements.
Who You Are
Required Qualifications
- Bachelor's Degree in relatable discipline or additional years of experience in lieu of degree.
- 5-7 Years of related experience.
- Minimum of (24) months experience in managing a high volume omni-channel Contact / Service Center.
- Minimum of (24) months experience in managing a Quality Assurance/Training department in a high call volume environment.
- Experience with QA software; Calabrio One, NICE CXone, Genesys Cloud CX, CallMiner Eureka- highly preferred.
- Track record in designing and delivering effective training programs – 3-year experience.
- Experience measuring quality in a contact center – 3-year experience.
- Experience effectively implementing and managing document control processes (training programs, policies/procedures, knowledge base, etc.)
- College Degree preferred.
- Ability to make sound decisions quickly in a fluid work environment.
Strong interpersonal skills and the ability to communicate with many different levels of employees.
- Excellent written and verbal communication skills
Requires proven leadership and time management skills, dependability, and initiative.
- Ability to pioneer initiatives
- Ability to work well with all employees, client, and customers.
- Ability to work independently.
- Ability to work under pressure, meet deadlines and be accountable for the performance of others.
- Experienced in meeting and exceeding metrics and goals.
- Strong ability for problem solving, effectively analyze results.
- Lean Six Sigma experience desirable.
Preferred Qualifications
- High Volume Contact Center Experience highly preferred.
Physical Demands
- Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds; occasional lifting, carrying, walking and standing; frequent hand/eye coordination to operate computer keyboard and office equipment; vision for reading, recording and interpreting information; frequent speech communication, hearing and listening to maintain communication; daily use of computer keyboard, standard office equipment and telephone.
WSP Benefits:
WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.
Compensation
Expected Salary (all locations): $97,800 - $139,000
WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.
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