Contact Center Manager - Quality and Training

At The Schwan Food Company, we are driven to bring our customers delicious foods and reliable services. That's how we grew from a "one-man-and-a-truck" delivery business in rural Minnesota to a multibillion-dollar private company with thousands of team members nationwide. Our commitment to delicious foods shows in all we do, from careful ingredient selection and quality food making to delivering a great experience wherever you shop and eat.

The foods we make reach customers in many ways. We deliver directly to our customer's homes through our popular food-delivery business, offer well-known retail brands such as Red Baron®, Freschetta®, and Tony's® pizzas, Pagoda® snacks and appetizers, and Mrs. Smith's® and Edwards® desserts, and bring innovative food solutions to our customers in the food-service industry. To learn more, visit us at .

 

The Manager Consumer Care, Quality & Training is responsible for developing our Contact Center training content, oversee its implementation and assess outcomes.  This individual must identify training and developmental needs and drive suitable initiatives that drive up employee retention, drive down training and handle time, reduce representative error rates, increase first contact resolution, and improve representative metrics.  Position guides and mentors the trainers in all third party Contact Center locations and Quality Assurance coordinators.  This position also supports the quality and training needs of the internal Tier 2 Customer Advocacy Team.

 

Responsibilities include development and oversight of all training materials, review standard best training practices, updating the online knowledge center, identifying training needs with the Contact Center and other departments as needed and working with the Customer Care supervisors to ensure compliance with inbound/outbound regulation and company policy.  The position will report and monitor representative performance through training sessions and call monitoring activities and provide feedback and recommendations to the Customer Care supervisors on any additional training or coaching needs.

 

This role supports key deployment efforts, and oversees day-to-day operations of inbound and potentially outbound quality and training.    Role requires project leadership, execution excellence, demonstrated service delivery experience and a passion for the consumer.

 

 

Directly responsible for\: 

Contact Center Training and Quality Operations (Tier 1& Tier 2)

E-Commerce (Email, Chat and Social Media)

 

Influences and works closely with\:

Manager, Consumer Care, g29 and the Customer Retention & Advocacy Team (Tier 2 Team)

Reports to Director, Contact Center Operations

 

Collaborates and build relationship with all internal departments, external partners, and agencies in the development and implementation of our consumer care strategies

 

Collaborate with research team to build and enhance key consumer trends and implications.

 

Responsible to conduct yourself and ensure your subordinates (if applicable) conduct themselves in a manner consistent with company mission, values, code of ethics, policies, and other standards of conduct.

 

Other Duties as assigned and discussed.

 

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications associated with the job.  An individual must be able to perform all of the duties and responsibilities listed in a fully competent manner to be considered successful in the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties and responsibilities.