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Site Champion
| Hours | Full-time |
|---|---|
| Location | Enid and Surrounding Areas Perry, Oklahoma |
About this job
Summary – The Site Champion is the local Dialogue expert responsible for defining, communicating, training and measuring the elements and behaviors of Dialogue culture. The Site Champion is the point of contact for and liaison between the site and Ideal Dialogue. While the responsibility for maintaining a Dialogue culture rests with site management, the Site Champion is the senior supporting resource for those efforts. Reports to Site Director or SR Operations Manager.
Qualifications – Site Champion candidates should possess the following attributes (in order of importance):
1) Experience as change agent, thought leader and influencer in a setting employing at least 100 people where most employees are not direct reports
2) Comfortable designing and delivering small and large group training and messaging both in-person and using remote meeting technology
3) Extensive familiarity with communication science evidenced by prior work experience or formal training
4) Familiar with statistical quality/process control methods and root cause analysis similar to that found in six sigma process improvement
5) Experience with quality calibration between local and remote groups
6) Fluent in office productivity and communication applications (word processing, spreadsheet, presentations, internet, email, chat, blogs, newsletters)
7) Experience developing reward & recognition programs in contact center environments
8) 5 years management experience in contact centers in line operations, quality and/or training roles
9) Ability to interpret contracts and statements of work for operational requirements
10) Understanding of contact center finance and ability to interpret financial documents such as P&L statements
11) Four year degree or equivalent from an accredited institution
Qualifications
Duties & Responsibilities
1) Evangelize and support site-wide focus on Dialogue behaviors and habits, drives enthusiasm for Dialogue in the site
2) Convert Dialogue behaviors and rubric into measurable behaviors for site-wide adoption appropriate for the site and client(s)
3) Exhibit in personal conduct and communicate Dialogue behaviors so they can be understood, experienced and replicated throughout the site
4) Develop and coordinate Dialogue measurement processes for internal and customer-facing communication
5) Train site management and internal support departments on Dialogue culture, behaviors and rubic
6) Monitor and report on calibration efforts between site operation teams and Ideal Dialogue
7) Manage measurement and communication of Dialogue performance to site and operations management
8) Develop and recommend site-wide reward & recognition programs for Dialogue performance
9) Obtain and maintain Ideal Leader training certification for training site personnel
10) Audits and observes supervisors to ensure coaching is effectively provided and documented.
11) Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and cultivate relationships.
12) Participates in team meetings, joint calls, and client call monitor sessions.