Customer Experience Quality Analyst at Blue Ridge Communications managing customer feedback and insights. Focused on driving improvement in customer journeys through actionable data analysis and reporting.
About the role
- Operations Supervisor leading a team in call center operations with a focus on management and quality assurance. Responsible for staff training, performance monitoring, and adherence to company policies.
Responsibilities
- Lead and supervise a team of workforce management, administration, quality assurance or production staff members.
- Achieve success using an in-depth understanding of call center operations and the phone system including the IVR, scheduling, forecasting, skill-based call routing, service levels, reporting and other aspects of call center management.
- Accomplish department objectives through staff supervision, and organizing/monitoring work processes, ensuring that employees understand their duties and delegated tasks.
- Monitor employee performance and provide clear and regular feedback and coaching.
- Maintain staff by recruiting, selecting, orienting, and training employees and developing professional growth opportunities.
- Provide coaching and mentoring to assist with career path development.
- Document performance feedback and other personnel matters.
- Ensure adherence to company policies and procedures and undertake disciplinary actions if the need arises.
- Knowledge of leave policies and coordinating with HR.
- Set and approve employee’s work schedule and shift.
- Verify and approve timekeeping records and consult employees about any discrepancies.
- Develop and monitor divisional training, practices, and procedures.
- Review reports pertaining to activities such production, staffing, forecasting, performance, budgets, and other departmental and company reports.
- Develop and maintain communications between all call center locations.
- Assist and mentor team with difficult or complex problems and escalated complaints or dispute resolutions.
- Organize staff between all locations.
- Assist with call center day-to-day management.
- Interpret and communicate work procedures and company policies to staff.
- Assist in training and instructing employees in job duties and company policies or arrange for training to be provided.
- Review and approve security requests.
- Other duties as assigned.
Requirements
- High School Diploma
- 2 years' service field supervisory experience
- Thorough working knowledge of a call center environment and scheduling hours
- Intermediate personal computer skills, including electronic mail, routine database activity, word processing
- Strong leadership, decision making, team building and coaching skills
- Ability to accept and lead change by example in a collaborative team environment
- Ability to delegate
- Good analytical, critical thinking, and problem-solving skills
- Flexible and comfortable working in a fast pace and sometimes stressful environment
- Highly service orientated and committed to customer service and helping people with a positive attitude
- Excellent listening and verbal and written communication skills.
Benefits
- Health insurance
- 401(k) retirement plan
- Professional development opportunities
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