Customer Service Operations Leader
2 weeks ago
Position Overview
The Customer Service Operations Leader is tasked with overseeing the quality and training initiatives within a global Contact Center environment. This role involves crafting a comprehensive training strategy for both new hires and ongoing employee development. The Leader collaborates with various internal teams to create engaging training content and delivery methods, ensuring that training is accessible and effective across multiple regions.
Key Responsibilities
- Team Leadership: Supervise the Quality and Training team, focusing on goal-setting, performance evaluation, coaching, and professional growth.
- Resource Management: Ensure adequate staffing levels to maintain operational efficiency.
- Process Improvement: Identify and implement strategies to enhance team performance and service delivery.
Quality Assurance Management:
- Oversee the quality assurance framework, ensuring consistent application of quality standards across all teams.
- Generate regular reports on quality metrics and drive continuous improvement initiatives.
- Collaborate with leadership to maintain adherence to quality protocols.
Training Development & Implementation:
- Establish training objectives and coordinate training programs for internal teams.
- Conduct assessments to identify future training needs across departments.
- Maintain comprehensive training records and monitor the effectiveness of training initiatives through feedback and analysis.
Compliance and Record Keeping:
- Ensure accurate record-keeping practices are followed across all centers.
- Maintain compliance with audit requirements.
Qualifications
- Bachelor's Degree or equivalent professional experience.
- Minimum of five years in a Contact Center setting, with at least two years focused on training.
- Experience in quality monitoring and formal leadership.
Skills and Competencies
- Exceptional communication skills, both verbal and written.
- Proven ability to lead and motivate a team.
- Strong customer service orientation with critical thinking capabilities.
- Effective project management and organizational skills.
- Proficiency in relevant software applications and tools.
Company Commitment
myGwork is dedicated to fostering an inclusive workplace where diversity is celebrated. We believe that a diverse workforce enhances our ability to innovate and serve our community effectively. We are committed to providing equal opportunities for all candidates, regardless of their background.
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