Contact Center Quality Manager jobs in Norfolk, VA

Main Purpose

To manage the daily activities of the Export Contact Center which handles all incoming phone and email communications from customers. The Manager also monitors performance and provides ongoing coaching / development to the Export Contact Center Representatives.

Main Tasks

• Ensures that Export Contact Center Representatives are motivated and have the necessary knowledge, skills and tools to perform their daily duties.
• Drives accountability to CS associates as well as stakeholders in other departments which interface with CS.
• Provide technical guidance and assistance to all employees in the department.
• Acts as a second level internal and external escalation point for export issues.
• Performs quality audits and provides feedback to employees in support of individual and department objectives.
• Monitors daily activities of the department in line with goals set by the manager.
• Conducts root cause analysis, generates corrective action plans, and identifies opportunities to streamline business processes.
• Works with GSS counterparts to address process gaps in order to improve the quality of the export bookings and documentation.
• Works in the process of the Export Contact Center team as needed during peak periods.
• Provides backup support to the Export Support Services team.
• Creates and maintains reports as required.
• Other duties as assigned.

• Bachelor's degree (B. A.) from four-year college or university;
• Two to four years related experience and/or training; or equivalent combination of education and experience.
• Previous relevant industry knowledge.
• Excellent interpersonal, communication, leadership, coaching, and analytical skills.