Manager, Quality Monitoring-Supporting Work at Home Agents - Full-time / Part-time

Job Title: Mgr Quality Monitoring Site Operations Job Code: 10135 Job Family: Training and Quality Last updated: 03/17/09 SUMMARY

This position is responsible for the provision of an efficient and effective support service to account operations in accordance with the principles of performance management and ensures that required standards of accuracy and quality set by the client are achieved and maintained.

This position will support work at home agents, however the candidate selected for the role will need to be at our Chavies, Kentucky site on a daily basis. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adheres to SYKES policies on ethics and integrity.
• Evaluates and conducts interim and annual performance reviews for Quality Team.
• Identifies and implements improvements in order to enhance productivity and improve quality results.
• Ensures effective implementation and maintenance of a corrective action program and training opportunities. Facilitate information between training and operations. Follow trending, identify gaps and provide information to the training department for training opportunities.
• Develops, encourages, and contributes towards positive customer experience.
• Identify areas of training and provide data and feedback to the training department.
• Assists in the promotion of quality culture within the organization.
• Provides leadership and direction to Team Managers and (Sr.) Account Manager to streamline, integrate, and improve the internal monitoring process.
• Establishes common work processes, standards, and tools, and coordinates quality assurance activities across teams to meet business and customer needs.
• Monitors overall progress of quality assurance per program.
• Serves as the central point of contact for QA needs across the Account/ Team to ensure client's expectations are met.
• Operates to an agreed schedule to meet and, where possible, exceed agreed Quality Monitoring service levels.
• Works within a team environment to ensure calls are monitored effectively and accurately to pre-determined criteria.
• Actively schedules, drives, and participates in monitoring calibration.
• Responsible for all Quality Monitoring Reports.
• Promotes quality achievement and performance improvement across the team.
• Identify non compliance with client standards and policies, provides data to appropriate departments to ensure compliance. Identifies relevant quality-related training needs and communicates these to the training department and Team Managers.
• Works with the training department to identify improvements, training opportunities, and necessary refresher programs.
• Monitors account performance through gathering relevant data and producing statistical reports.
• Attends client calls to present metrics, and compiles and presents action plans to drive improvements.
• May perform other additional duties and responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES

None Yes (See "General Management Duties and Responsibilities" addendum) EDUCATION and/or EXPERIENCE

• Associate Degree in related field preferred. Two plus years managing in a corporate environment; quality management experience preferred. Call Center Operations experience a plus. Expertise in data analysis reporting.

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• At least one year experience in a customer-facing role.
• Experience in providing effective, constructive, and reinforcing feedback.
• Provide direct or indirect communication to the clients represented in the site.
• Ability to work through difficult situations with professionalism and diplomacy.
• Demonstrated ability in team building.
• High level of energy and ability to function in a fast-paced environment.
• Excellent organization, project management, presentation, and interpersonal skills.
• Extensive experience with Microsoft Word, Excel and PowerPoint.
• Exceptional written and oral communication skills.
• Proven ability to coach effectively.
• Exceptional listening and analytical skills.
• Proven ability to identify and solve problems.
• Ability to work well under pressure, set priorities, and make well-considered decisions.
• Enthusiastic and has motivational skills.
• Can interface effectively and professionally with all levels of management, both internally and externally. Participate as requested in Quarterly Business Reviews, client visits, new account and/or new product implementations.
• Has strong customer service orientation.
• Ability to effectively present information and respond to questions from managers and clients.
• Ability to give, receive, and analyze information, prepare written materials and articulate goals and action plans. Must be able to effectively provide leadership in committees or teams and successfully run and negotiate staff meetings. Must understand people of all walks of life and be able to communicate effectively with them.
• Willing to work flexible hours.
• Ability to travel as needed.

COMMUNICATION SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and/or listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Additionally, all employees world-wide are responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees. ETHICS COMPLIANCE

Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com). SYKES is proud to be an equal opportunity employer. DISCLAIMER

The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Options:

Apply for this job online Apply
Share
Refer this job to a friend Refer

Share on your newsfeed

(function() { var ac = document.createElement('script'); ac.type = 'text/javascript'; ac.src = ('https:' == document.location.protocol 'https://' : 'http://') + 'pixel.appcast.io/pixels/icims1-338.jsent=0&t=' + new Date().getTime(); var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(ac, s); })();