Contact Center Quality Manager jobs in Long Beach, CA
Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Manager jobs
Contact Center Team Lead
- Honda
-
Torrance, CA
FULL_TIME
-
Job PurposeThe Contact Center Team Lead is responsible for overseeing the operation of Honda’s HR Contact Center as well as customer contact managed through self-service methods. The supervisor leads a team of HR operations Contact Center agents who engage with associates over the phone, and electronically to provide and collect relevant HR information. They partner with other HR professionals within the HR Operations group to ensure the seamless and consistent delivery of HR services to the Honda community. The supervisor is a member of the HR Operations team and interfaces with other leaders to ensure the effective and consistent operationalization of HR services.
Key Accountabilities- Group Leader: Support Unit Lead by overseeing the HR contact center, including defining work standards and evaluating staff. Create clear goals and provide timely support and guidance for members as needed to ensure their goals are met. Monitor attendance and conduct performance appraisals.
- Set and continuously evaluate HR contact center service levels. Develop ongoing means to quantify, assess, and improve contact center operations and services; Including analytics and PDCA activities to improve
- Develop and manage the team budget and delivery needs. Oversee the development and implementation of metrics, reporting, SOPs, process flow and needs assessment plans including methodologies to measure and evaluate the quality output.
- Partner with various departments to define consistent handoff points between contact center and other areas.
- Serves as an escalation point; interacts with employees at various levels and departments within the organization for problem resolution.
- Special Project support - Works across multiple HR disciplines/companies as needed.
Qualifications, Experience, Skills- Bachelor’s degree in Human Resources, Business Administration, or other related fields
- Minimum 2 years of supervisory experience in a Customer Service atmosphere required
- Minimum 2 years of professional HR experience preferred
- Knowledge and awareness of key HR standards and policies
- Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS)
- Strong analytical, problem-solving, and decision-making skills
- Significant customer service experience and ability to manage customer expectations
- Demonstrated effectiveness when dealing with dissatisfied customers
- Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment
- Ability to manage, influence, partner, negotiate, effectively communicate through verbal and written methods as well as deliver presentations
- Ability to effectively provide HR counsel to team members and managers
- Adaptive and flexible to new ideas and change
- Ability to handle confidential and sensitive information
- Proficient with Microsoft Outlook, MS Office Suite, with advanced knowledge of Excel Software
Workstyle- Remote
Benefits and Total RewardsWhat differentiates Honda and makes us an employer of choice?
Total rewards:- Competitive base salary
- Pay will be based on several variables that includes but not limited to geographic location, work experience, education, etc.
- Annual Bonus
- Overtime
- Industry-leading Benefit Plans (Medical, Dental, Vision)
- Paid time off, including vacation, paid holidays, sick time, and personal days
- 401K Plan with company match additional contribution
- Relocation Eligible
- Lifestyle Bonus
Career Growth:- Advancement opportunities
- Career mobility
- Education reimbursement for continued learning
- Training and Development programs
Additional Offerings:- Wellbeing program
- Community service and engagement programs
- Product programs
- Free drinks onsite
Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor. - 1 Month Ago
Medical Assistant needed for an Outpatient Surgical Center
- Quality Support Services
-
Torrance, CA
FULL_TIME
- Medical Assistant needed for a Health Center in Santa Monica, California. Schedule: Monday - Friday. Shifts can be within the timeframe of 8:00am - 4:30pm. $24.00 per hour; Thirteen-week contract assi...
- 7 Days Ago
Quality Manager
- Flag Solutions
-
Lomita, CA
FULL_TIME
- Position Summary: The Quality Manager will be accountable for the entire Quality Management System function. In this role, you will integrate and develop processes that meet business needs across the ...
- 15 Days Ago
Quality Manager
- Flag Solutions
-
Lomita, CA
FULL_TIME
- Position Summary: The Quality Manager will be accountable for the entire Quality Management System function. In this role, you will integrate and develop processes that meet business needs across the ...
- 15 Days Ago
Manufacturing Quality Manager
- Arktura
-
Carson, CA
FULL_TIME
- Manufacturing Quality Manager Arktura is an industry-leading manufacturer of cutting-edge architectural systems and innovative custom solutions, driven by state-of-the-art design & manufacturing techn...
- 11 Days Ago
Quality Assurance Manager
- DANTE VALVE COMPANY
-
Bellflower, CA
FULL_TIME
- ABOUT THE COMPANY Dante Valve is a family-owned company that manufactures valves for military and industrial applications. We have been in business for over 60 years and our work is driven by developi...
- 1 Month Ago
Filters
- Current Active Filter
- Long Beach, CA
Clear All
- Filter Jobs By posted time
- Within 1 Day
- Within 2-7
- Within 1 Month
- Within 3 Months
0 Contact Center Quality Manager jobs found in Long Beach, CA area
Sales Trainer (Call/Contact Center)
- Amen Clinics, Inc.
-
Costa Mesa, CA
- Company Overview: Amen Clinics is a pioneer in mental wellness, dedicated to providing outstanding care and guidance for...
- 5/12/2024 12:00:00 AM
Customer Service Manager
- Professional Search Group - OC
-
La Palma, CA
- Professional Search Group (PSG) is currently seeking a qualified Customer Service Manager on behalf of our esteemed clie...
- 5/11/2024 12:00:00 AM
Contact Center Manager
- SEB Professional
-
Irvine, CA
- Who Are We? Our passion for coffee makes SEB Professional North America a growing company! We are in the professional co...
- 5/11/2024 12:00:00 AM
Supervisor I, Customer Service
- American Honda Motor Co Inc
-
Chino, CA
- What Makes a Honda, is Who makes a Honda Honda has a clear vision for the future, and its a joyful one. We are looking f...
- 5/11/2024 12:00:00 AM
Contact Center Manager
- SEB Professional North America
-
Irvine, CA
- Who Are We? Our passion for coffee makes SEB Professional North America a growing company! We are in the professional co...
- 5/9/2024 12:00:00 AM
Customer Service Manager
- Professional Search Group - Orange County
-
La Palma, CA
- Job Description Job Description Professional Search Group (PSG) is currently seeking a qualified Customer Service Manage...
- 5/9/2024 12:00:00 AM
Radiology Scheduler, FT Days
- PIH Health
-
Whittier, CA
- Job Description Under the direction of IDS Call Center Management, the Enterprise Scheduling Registrar performs all task...
- 5/9/2024 12:00:00 AM
Group Reservations Coordinator
- Aimbridge Hospitality
-
Dana Point, CA
- Job Summary The Group Reservations Coordinator works closely with Sales & Marketing Accounting Conference Services and G...
- 5/8/2024 12:00:00 AM
About Long Beach, California
Long Beach is a city on the Pacific Coast of the United States, within the Los Angeles metropolitan area of Southern California. As of 2010, its population was 462,257. It is the 39th most populous city in the United States and the 7th most populous in California. Long Beach is the second-largest city in the Los Angeles metropolitan area and the third largest in Southern California behind Los Angeles and San Diego. Long Beach is a charter city.
The Port of Long Beach is the second busiest container port in the United States and is among the world's largest shipping ports. The city also maintai...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$81,261 to $122,380
Long Beach, California area prices
were up 3.2% from a year ago
were up 3.2% from a year ago
What does a Contact Center Quality Manager do?
Contact Center Quality Manager in Somerset, NJ
Although we are good at making it look easy, quality customer service does not happen by chance.
December 17, 2019
Contact Center Quality Manager in Provo, UT
The call is flagged due to involving a refund, and the agent is required to meet with their quality manager.
February 11, 2020
Contact Center Quality Manager in Kingsport, TN
We're looking for talented people who will put our customers at the center of everything we do.
January 28, 2020