Job details
Job type full-time
Full job description
Summary
This position supervises the daily operations of the contact centerThrough leadership, training and development and organization of contact center personnel, this position will ensure client requirements are achieved and resources are maximized to the full potentialAdditionally, this position will coordinate with internal project team members to ensure successful case launch and management priorities are maintained in the contact center.
Job responsibilities
Act as a liaison between the quality assurance specialists, management, and client servicesEnsure all parties are informed appropriately.
Work closely with clients through email, calls, and calibration calls
Work closely with program managers and quality team
Keep key metric trending and provide feedback to leadership
Follow up on action items in regards to client feedback and agent action plans
Provide supervision, training and development to contact center quality assurance specialists.
Work with training department to enhance initial and supplemental training as needed.
Monitor/review quality assurance specialist performance (daily/weekly/monthly review expectations, quality score calibration, qa statistics, time entries, attendance, feedback tasks, etc.).
Update scripting/procedure changes in our knowledge base as needed.
Qualifications
Bachelor’s degree in communications, social studies, legal field preferred but not required (could be substituted by relevant job experience).
Training or quality assurance experience requiredMust understand call center demands and metrics.
Strong communication skills in reading, writing, and speaking englishBi-lingual: spanish is a plus.
Must have strong experience in the areas of staff development and direction, training, quality control, and document preparation.
Strong excel skills.
Strong analytical skills.
Competencies
Coaching for results - provides timely guidance and feedback to help others strengthen specific knowledge and/or skill areas necessary to accomplish specific objectives or tasks; helps to clarify the situation and expected behaviors; provides instruction and opportunities for observation; provides on-going feedback and reinforcement
Managing performance - ensures that associates have clear goals and objectives, expectations and measures of success for projects and tasks; clearly assigns or delegates responsibility for tasks and assignments; monitors the process of work as well as progress toward completion and final results; provides specific performance feedback, both positive and corrective, as soon as possible after event
Developing others - provides support and direction towards the development of individuals’ knowledge and skills to effectively facilitate their accomplishment of both current and future job responsibilities; partners with individuals on identifying and setting development goals; helps to identify development opportunities as part of the plan; provides continuous feedback on performance and progress and assists in the adjustment of development plans; ensures management team adheres to business defined talent management practices and procedures
Fosters teamwork - provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork, continuous support and removal of barriers, appropriately involves team members in decisions and leverages unique talents of the team
Empowering others - gives people latitude to make decisions based on their level and area of responsibility and level of knowledge and skills; encourages individuals and groups to set their own goals, consistent with business goals; expresses confidence in the ability of others to be successful; encourages groups to resolve problems on their own; avoids prescribing a solution#li-kw1
If you like wild growth and working with happy, enthusiastic over-achievers, you`ll enjoy your career with us!
It is epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local lawEpiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdictionIn addition epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilitiesIf you need assistance or an accommodation during the application process because of a disability, it is available upon requestEpiq is pleased to provide such assistance and no applicant will be penalized as a result of such a requestPursuant to relevant law, where applicable, epiq will consider for employment qualified applicants with arrest and conviction records.
