Contact Center Call Quality & Training Manager (Oklahoma City, Ok)

ADVANCE YOUR CAREER WHILE SAVING LIVES

Location: Oklahoma City, OK

Salary: $65,000-$85,000 based on education and/or experience and $500 bonus after 6 months and $1,000 bonus after 1 year!

Benefits: Health, dental, vision, life insurance, long term disability, 401(k), paid-time off, $5,000 annual tuition reimbursement, holiday pay, etc.

Days: Monday through Friday

Hours: 8:00 a.m. to 5:00 p.m.

Position:

The Contact Center Manager of Quality and Training is a key player in maintaining superior customer service standards through effective quality assurance programs and comprehensive training initiatives. The ideal candidate possesses a deep understanding of CONTACT CENTER operations, a passion for continuous improvement, and a nuanced awareness of adult learning styles. This awareness is crucial for tailoring training programs to maximize effectiveness and create an optimal learning experience for our customer service representatives.

Qualifications:

• High school diploma or equivalent required
• Bachelor's degree in a related field (Business Administration, Communications, Training and Development, etc.) preferred.
• Blood industry recruitment experience preferred.
• Familiarity with CONTACT CENTER technology and tools including a customer relationship management system (CRM), learning management system (LMS), and dialer
• Strong understanding of CONTACT CENTER operations, customer service principles, and industry best practices.
• Exceptional leadership and communication skills.
• Experience leading teams in a virtual environment
• Proficient with Microsoft 365
• Minimum of Two (2) Years in supervisor and/or manager role.
• Track record in designing and delivering effective training programs - 2 years+ experience.
• Experience measuring quality in a CONTACT CENTER - 2 years+ experience.
• Experience effectively implementing and managing document control processes (training programs, policies/procedures, knowledge base, etc.)
• 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.
• Strong ability for problem solving, effectively analyze results.

Primary Responsibilities:

Quality Assurance

• Develop and implement robust quality assurance programs to monitor and evaluate the performance of donor care representatives.
• Conduct regular audits of donor interactions, providing constructive feedback to agents and identifying areas for improvement.
• Analyze quality data to identify trends, patterns, and opportunities for process enhancement.

Training and Development

• Design, implement, and manage comprehensive training programs for new and existing donor care representatives.
• Stay abreast of industry best practices and emerging trends to continuously enhance training materials and methods.
• Assess training needs and collaborate with departmental managers to address specific skill gaps.

Performance Metrics and Reporting

• Establish key performance indicators (KPIs) for the CONTACT CENTER and regularly report on performance against these metrics.
• Provide insights and recommendations based on performance data to improve overall donor satisfaction and operational efficiency.

Team Leadership

• Lead and motivate a team of leads and trainers, fostering a culture of accountability, teamwork, and continuous improvement.
• Provide coaching and mentoring to team members to enhance their skills and performance.
• Responsible for keeping the Contact Center Manager or Director in charge apprised of issues within educational needs for Contact Center staff.

Collaboration

• Collaborate with other departments, including Donor Services, Hospital Relations, Community Relations, and Blood Product Services, to identify and address cross-functional training needs and quality improvement opportunities.
• Work closely with senior management to align quality and training initiatives with overall business objectives.

Click the link below to learn fun facts about working for Our Blood Institute!

https://play.tic-tac-trivia.com/quiz/uPSABhC7P3HTAh5J4Rk6