Supervisor, Quality Communication-Onsite

Overview

Supervision of on-site or remote quality consultants that are senior level associates providing direct support to Contact Center, Operations, Legal and senior leadership through handling of escalated and sensitive customer situations, providing direct coaching, mentoring and completing quality control processes. Responsible for effective service team management in a on-site and virtual environment that includes but is not limited to motivating, mentoring, team building, developing, supporting, and coaching staff, in an effort to grow the business by driving key performance indicators. Leverages data and trend analysis to lead optimization processes through collaboration with multiple departments and senior leaders.

Responsibilities

What you will do:

• Leads and supervises an on-site or virtual team of Quality Consultants servicing internal and external customers via a solution-focused, de-escalation and coaching approach.
• Handles all recruiting, training and development of staff in preparation for next level assignment in leadership or similar role.
• Leads and manages all prioritization to achieve expected SLAs involving multiple projects, and initiatives, often simultaneously. Responsible for leveraging knowledge gained from multiple data points to drive contact center efficiencies and processes. Expected to communicate progress and outcome across departmental lines and with all levels of management, including Training and Development, HR, Legal, Compliance and senior management.
• Works proactively with upper management to establish priorities thereby ensuring associates have resources necessary for efficient and effective completion of all agreed-upon expectations.
• Responsible for, as primary decision-maker, coordination of nesting activities for onboarding of contact center associates. Includes but not limited to development of nest processes, practices, methods and scheduling of mentor.
• Provides guidance, training and coaching to ensure individual, team and cohort productivity and quality goals are met and to ensure development of direct reports through performance management. This includes utilizing technology that allows video conferencing between the supervisor and the agent as required.
• Drives associates to accept and embrace new learning methods, process improvements and technologies. Uses expert-level knowledge and skill to build and mature the relevant use and accuracy of reporting activities using specialized software/equipment such as I3, Nexidia and call monitoring.
• Responsible for motivating and fostering a wellness culture creating an environment of continuous process improvement as well as continuous improvement on personal and team performance; strong quality and sales acumen. Drives and implements changes.
• Analyzes data captured from multiple reporting channels to identify, plan and execute process improvements.
• Provides management with timely, relevant and accurate reporting of activities and production statistics using specialized software/equipment such as I3, skill-based routing, workforce management and call monitoring.
• Proper planning, communication and management of identified objectives across departmental lines, with all levels of associates/management, outside vendors, including Legal and Compliance personnel. Acts as an intermediary between consumers and company, handling escalated calls and other sensitive situations.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree Or equivalent work experience. - Preferred
• 3-5 years' supervisory experience demonstrating successful managing, gaining commitment, energizing, motivating and coaching others to build a successful team. - Required
• Financial Services or Contact Center experience considered a plus. - Preferred
• Call Center experience considered a plus. - Preferred
• Proven experience interacting effectively with various levels within the organization. - Required
• Insurance industry experience and knowledge considered a plus. - Preferred
• Previous supervision of a work-at-home team considered a plus. - Preferred
• Proven ability to mentor and lead teams of diverse members to successful results. -
• Proven ability to influence others and work collaboratively across multiple departments and roles. -
• Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions. Must be able to cite examples of good decision-making skills when dealing with multiple alternatives. -
• Demonstrated ability to analyze information and trends to make recommendations. -
• Demonstrated ability to comprehend, educate and enforce relevant policies/procedures. -
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