Sr. Manager - Contact Center Quality
The Sr. Manager- Contact Center Quality is responsible for leading the Contact Center Quality and Continupus Improvement teams at A Place For Mom. The Quality team supports our BPO vendor's quality management team by ensuring governance and alignment. The successful candidate will understand the end to end business of leading a quality program in a call center environment. They must understand business metrics, interpret and summarize holistic quality performance areas of opportunity, identify solutions, and implement the necessary actions which lead to improved performance and customer experience. This manager will lead quality improvement initiatives and lead a small team of Quality Program Managers. The Sr. Manager-Contact Center Quality will be responsible for leading the team of quality program managers in collaborating with our BPO partner quality team. The Program Team is responsible for ensuring our BPO partner quality team is aligned to the strategic direction of the APFM Sales Organization. This includes: auditing of auditors and implementing quality & compliance standards, initiatives, and analysis for the APFM contact center and managing the calibration process across the enterprise. This role also leads a Continuous Improvement team with two members. The role of the continuous improvement team is new to our organization, and as such is being built out. The role of the Continuous Improvement team is to ingest opportunities for process improvement from multiple data streams, triage the opportunities, deliver and own a plan to root cause and identify solutions, and track the delivery of said solutions across multiple stakeholder groups. Quality and Continuous Improvement go hand-in-hand, and this role must be comfortable leading teams in both spaces.
This role requires an effective communicator who will be able to lead and motivate others while being aware of and responsive to their needs and concerns. The successful candidate also understand that contact center operations support demands a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment. Knowledge of a broad variety of quality processes within customer care organizations is preferred.
Some examples of projects that these teams will tackle:
Bachelor’s degree or equivalent combination of training and work experience required
Experience working in a Lean/Six Sigma world
Minimum of 3+ years of call center operations, or contact center quality management and
continuous improvement experience
Supervisory/Management experience is a plus
Strong interpersonal, communication (verbal and written), organizational and presentation skills
Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions
Experience supporting a BPO vendor is preferred
Ability to establish an individual course of action to accomplish goals while using appropriate resources
Motivated to work on own initiative
Process improvement experience
Ability to collaborate with stakeholders at all levels of the organization