Manager of Service Quality Delivery

SUMMARY:

 

Leading on line ecommerce company is seeking a well seasoned Service Quality Delivery Manager to help manage training development, quality assurance and build content ongoing to produce a superior customer experience.  As the Manager of Service Quality Delivery this individual will be responsible for coaching a team of 12 to 20 call center and service delivery professionals designed to improve overall company operational performance.  The individual will work closely with the Managers of Operations and VIP Support in the Woodland Hills, CA to accommodate a 7 by 24 operation including call center functions.  The Manager will then ensure the effective building of training programs, document procedures, coach the front line staff for better call handling and manage the FAQ content for customers ongoing.  The Manager will ensure the delivery of quality ongoing and work with the Operations Manager and VIP Program Manager to help the company create an exceptional customer experience.

 

ESSENTIAL DUTIES/RESPONSIBILITIES:

 

· Support overall Quality Development within the Organization and support the Operations and VIP Managers for this process

· Lead the development of departmental processes and procedures with on-going responsibility to improve efficiencies

· In-depth knowledge of the intricacies of the customer relationship database and processing systems to address customer issues and advise on which procedures should be put in place and how changes in procedures or the processing system will affect operational results

· Training of staff in all their functions and responsibilities

· On-going mentoring and coaching of the staff delivering the scoring of all Quality scores for PS Staff reviews

· Communicates changes in procedures and policies to staff and ensures regulatory compliance

· Manage training materials and documentation processes and procedures

· Manage site on line FAQ’s and update as procedures change within the organization

· Updates the Employee Manual and Code of Conduct on an annual basis and becomes familiar with all company policies and ensures that all employees follow the correct process

· Develop reports to measure the quality of staff performance

· Develop reports to measure operating performance and increase operating efficiencies around quality

· Update / Manage content management system and provide suggestions to Operations VP on improvements ongoing

 

 

SKILLS/QUALIFICATIONS:

 

The ideal candidate will be a newly appointed Manager of a small call center operation or have significant skills as a Team Leader or Supervisor and coaching front line employees in a high profile customer service delivery role.  Along with strong leadership abilities and excellent people skills the candidate must have superior organizational abilities.  As a leading on line company, technical skills and understand of internet consumer services is also important.  Exceptional analytical and problem solving skills along with process design and implementation are important as well. Good written/oral communication, interpersonal and team player abilities required. Qualified candidates must possess skills around document of processes and procedures and excellent grammar for on line updating of the customer content management system.

 

EDUCATION/EXPERIENCE:

 

Bachelor's degree Preferred along with at least 3 years of supervisory customer service experience.

 

WORK ENVIRONMENT:

 

Office that will operate close to 7 by 24