Quality Management System

Job Description:
SUMMARY OF RESPONSIBILITIES Manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues Ensure client and corporate service, quality and contribution goals are met Ensure that financial, metric and associate satisfaction goals are met; provide leadership and management to associates Provide training and development opportunities for supervisory team Coach and mentor team supervisors Regularly conduct supervisor team meetings Supervise multiple teams for one or more clients Minimum Qualifications:
WORK EXPERIENCE Four (4) or more years of directly related experience, including 2 or more years of supervisory experience EDUCATION Four-year college degree in Business Management/Administration or equivalent combination of education and directly related experience KNOWLEDGE / SKILLS / ABILITIES Strong leadership skills with the ability to manage large groups of people Strong verbal/written communication and facilitation skills Strong interpersonal skills and experience demonstrating successful customer relationship management Ability to use a computer (Internet, e-mail, MS Office programs) to complete daily duties Demonstrated knowledge of contact center operations and customer support Demonstrated knowledge of the technology industry and general business management Demonstrated ability to analyze processes, enact change and think operationally and strategically to achieve business goals BASIC POSITION QUALIFICATIONS Client Relationship Skills Financial Management Experience Performance Management skills Technical and problem solving skills