Contact Center Quality Analyst, Sr. jobs in Trenton, NJ

Description

What does a Contact Center Supervisor Do?

As the Contact Center Supervisor, your role is pivotal in orchestrating resources and performing key leadership tasks. These tasks include service level adherence, case management, customer de-escalation, and quality control for our clients’ products and services. You will also coordinate the activities of our dedicated contact center representatives, ensuring an unparalleled customer experience and fostering the continuous development of our team. Your leadership will be instrumental in driving our contact center’s success and maintaining the highest standards of service for our clients.

Location: Onsite at our Bristol PA location. 

Benefits: Full Time benefits eligible including Medical, Dental, Vision, Time Off, Wellness Program, Retirement, and more. 

Responsibilities:

•  Lead and Inspire: Direct the work of our dedicated Contact Center Employees, fostering a collaborative and productive environment.
• Drive Performance: Ensure your team meets output requirements, aligning with our business needs and customer expectations.
• Plan and Organize: Schedule and plan resources to complete daily tasks, ensuring adherence to customer SLAs and quality guidelines.
• Balance and Improve: Strive for excellence in quality, productivity, cost, safety, and morale, continuously seeking areas for improvement.
• Ensure Quality: Follow established procedures to ensure optimal output and quality, maintaining the integrity of downstream processes.
• Communicate Effectively: Foster open communication with co-workers, management, and clients, always in a courteous and professional manner.
• Monitor and Guide: Observe service calls to ensure employee tone, technical accuracy, and conformity to company policies and procedures.
• Promote Accountability: Hold your team accountable for meeting quality and productivity standards, driving high performance.
• Coach and Motivate: Provide feedback and training to enhance team performance, inspiring them to achieve their best.
• Resolve Issues: Intervene in escalated phone calls or emails, resolving customer concerns professionally and efficiently.
• Maintain Confidentiality: Ensure personal consumer information is kept confidential, maintain accurate records, and consistently follow client-specific guidelines.
• Hire and Develop Talent: Participate in the hiring process of new contact center representatives, shaping the future of our team.
• Keep Informed: Ensure representatives are updated with new information related to products, procedures, and customer needs.

Requirements

• High school diploma or general education degree (GED) and a minimum of 3 years of experience leading people in a production environment
• Strong knowledge and understanding of efficient production processes.
• Ability to read and comprehend instructions, short correspondence, and memos. Ability to effectively write and present information to individuals and small groups.
• Proficiency in Microsoft Office, including Microsoft Word, Microsoft Excel, and Microsoft Outlook.
• Bi-lingual Spanish preferred.

Employment is contingent upon completing and passing a background & live scan check. MetaSource is an equal opportunity employer.