Training and Quality Assurance Manager - Tempe, AZ
LOCATION : Tempe, Arizona, 85281, United States of America
We have an immediate career opportunity for a Training and Quality Assurance Manager at our Tempe, AZ Customer Relations Center. This position will be responsible for the executions of: performance improvement strategies, initiatives and systematic training and quality needs assessments to ensure support of business unit/company objectives, performance management tools, instructional technology, training, quality and development programs for targeted populations, educational programs, quality initiatives, mystery shop and performance consulting. Work with all the CS managers and directors initiatives in order to improve the customer experience. Work with First Choice and contribute with the continuous improvement in: NPA, ICCC and Customer
Key Accountabilities:
- Lead and manage all functions of CS Training and Quality Assurance teams.
- Identify training needs and opportunities to develop a highly skilled functional department.
- Work with the reporting and Innovation manager in order to identify areas of opportunity and plans/strategies to improve those using CS tools, reports and speech analytics.
- Make sure Training and Quality Assurance teams are aligned with the COE requirements and getting a fully compliant results in their areas as calibration, mystery shop, training roadmap, etc.
- Ensure all strategies are aligned with the four pillars (motivate people, great service quality, loyal customers and profitable network).
- Contribute to Regional Strategy and decision making.
- Ensure high level of technical expertise and services in the fields of Customer Service.
- Define and set the communication strategy for Customer Service.
- Develop and maintain a motivated Customer Service team of competent managers and staff – ensure career pathing is implemented and visible.
- Develop team spirit and multitasking capabilities within the team.
- Co-ordinate and liaise with key personnel in other functional areas, RO, Overseas DHL offices, GCC or within the DHL network to ensure effective delivery.
- Maintains effective relationships with customers.
- Develops, commercializes and delivers high quality / innovative services and solutions
- Inspires customers and gains their commitment.
- Gains organizational alignment and support for customer’s needs.
- Maintains a visionary and global perspective pertaining to strategy.
- Develops sustainable strategies that support investment, provider and employer of choice.
- Inspires and aligns the organization to make the strategies a reality.
- Evaluate, improve and enhance the management service to achieve competitive advantage and explore new business opportunity.
- Ensure all pre-determined service standards are consistently met and reviewed to reflect developments in competitive offerings.
- Develop and manage annual budget, staffing, satisfaction, reward and recognition, training, quality and development of high performance team.
- Ensure selective accounts are provided top quality customer service - customized where required – in a cost effective way.
- Ensure pro-activity and flexibility, while maintaining responsiveness in servicing customer requirements up to their satisfaction.
- Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
- Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDD and the use of eCom tools)
- Develop a high performance service culture within the team.
- Plan, organize and direct an efficient and effective team of customer service professionals.
- Develop KPIs with team members and monitor individual performance.
- Conduct performance appraisal.
- Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
- Identify training needs and opportunities to develop a highly skilled into the Department.
Position Requirements:
- 3 years experience in a management capacity in Customer Service Management
- Degree in Business (or related discipline) or equivalent
- Presentation skills (Good)
- Analytical, organizational and motivational skills (Excellent)
- Negotiations and interpersonal skills (Good)
- Communication skills, spoken and written (Excellent)
- Software skills (Word, Excel, PowerPoint, etc. (Excellent)
- Customer-facing and interaction skills (Excellent)
- Effective communication skills / interpersonal understanding
- Ability to influence and negotiate at senior level
- Customer centric orientation
- Achievement, drive and initiative
- Project management