Quality Manager (Customer Service) (251368-724)

Wheels, Inc. pioneered the concept of auto leasing in 1939, and is a leader in automotive fleet management, providing a full range of specialized services to corporations. Today, Wheels has 550 employees, manages more than 240,000 vehicles and is part of one of the largest private companies in North America. Wheels, Inc. has been selected as one of "Chicago 101 Best & Brightest Companies to Work For" and honored as one of the nation's most innovative users of information technology. Come see what we are so excited about.Description



ARE YOU A STRONG LEADER WHO IS PASSIONATE ABOUT CUSTOMER SERVICE?

WOULD YOU ENJOY A MANAGMENT POSITION THAT FOCUSES ON STRATEGY, QUALITY AND BUILDING FOR THE FUTURE?

If you want to work for a well respected company that truly values their customers and their employees, this may be the job posting you have been looking for!  Please read on.....

For over fifty years, Wheels, Inc.has provided sophisticated business-to-business services to Fortune 1000 Companies. With over $1 Billion in sales, we combine financial services with ongoing equipment maintenance, and a full range of administrative services that offer productivity efficiencies and cost savings to large, national accounts. Recognized as a premier service provider and industry leader, this financially solid, well-run company is leveraging technology and continuously improving our business processes to provide the highest level of customer service. The entrepreneurial culture is client-driven and results-oriented. Values such as honesty, commitment and integrity are recognized and rewarded with career opportunity and long-term security.

Ongoing client service and customer problem solving are provided by dedicated employees who work in several sophisticated, high-volume contact centers that operate from 7 am to 7 pm. These centers deliver service based on existing contracts, so the employees are completely service focused with no selling responsibilities. The Quality Manager reports to the Vice President of Customer Service Operations and operates as a peer to the Customer Service Operations Managers. This role oversees the development and training program, mentoring activities, and quality initiatives to help employees develop the skills and knowledge needed to deliver exceptional service. Additionally, the position directly supervises six Quality Service Coaches who support the coaching, development and training efforts.

Specific responsibilities include: Direct the development of service employees to achieve required certification, improve retention, and promote career growth within the company. Establish performance standards and metrics, and monitor results to ensure service levels are achieved. Lead and/or participate in cross-functional team efforts to improve processes and procedures and enhance overall service delivery. Provide guidance and lead Quality Service Coaches by teaching new skills and supporting their continued development for long-term growth. Collaborate with Human Resources to develop and deliver skills based training and professional development courses. Create and deliver management reporting to improve internal communications regarding relevant department statistics and performance data.

Strong leadership skills are required, including the ability to manage supervisors and lead cross-functional teams. Coaching and mentoring skills are essential. We seek an individual who can draw on past experience to develop creative solutions and bring innovative ideas to the organization.Required Skills



Technical skills should include proficiency with Microsoft office suite; and familiarity with Lucent/Avaya G3 switch hardware, eTalk Qfiniti Platform/Blue Pumpkin forecasting or similar system software, and knowledge of workforce management and call recording software.

Qualified candidates will possess core values that include honesty and integrity, respect for others, and personal accountability. Outstanding communications and interpersonal skills are required with particular strengths in team building and employee motivation.

The right person is a results-oriented self-starter, with good organizational skills and the ability to manage multiple priorities. He or she must be able to fit into an entrepreneurial organization that truly values employees and prides itself on customer responsiveness. Intelligence, energy, and humor are important characteristics. Required Experience

Bachelor's degree in business or a related discipline is preferred Demonstrated success in employee development, as well as quality improvement initiatives is required. At least 5 years of senior level management experience in a high-volume call center supporting multiple products/services.

Desired BehaviorsTeam player and team builder Results oriented Decision maker Objective / fair Cooperative Adaptable Ability to influence and manage change Consistent communication with supervisors, peers and subordinates Positive influence and role model Educate and involve self in industry specific and leadership activities Use analytical techniques to anticipate training and coaching needs Lead by example Achieves results Delivers on commitments Observes and supports confidentiality guidelines To be considered for this position by applying at our website, please click http://hostedjobs.openhire.com/epostings/jobs/submit.cfm?fuseaction=dspjob&jobid=251368&company_id=15724&jobboardid=24