Supervisor, Training & Quality
Concentrix
Bogota D.C., co
hace 1 día

Candidate Profile

  • 2-4 years related experience or experience in Contact Center environment. Training or QA position preferre
  • Bachelor’s degree preferred
  • Strong communication skills, both written and verbal
  • Proficient in Microsoft Office
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
  • Ability to mentor, coach and provide direction to a team of employees
  • Self-starter, sense of urgency, and works well under pressure
  • Ability to foster a sense of professionalism and relationship building for self and team
  • Strong attention to detail
  • Ability to work a flexible schedule
  • Occasional travel
  • Career Framework Role

  • Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.
  • Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business.
  • Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
  • Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.
  • Typically does not spend more than 20% of time performing the work supervised.
  • Handles escalated issues.
  • Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.
  • Essential Functions / Core Responsibilities

  • Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
  • Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes
  • Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations
  • Create and maintain consultant training schedule
  • Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
  • Conduct Coaching and Development sessions with team members to drive continuous improvement.
  • Develop strong working relationships with key Business stakeholders, internal and external
  • Oversee audits of key Training and Quality support processes within each account and recommends changes
  • Administration of applicable certification and training processes for staff up to and including internal and client requirements
  • Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
  • Lead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)
  • Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
  • LATAMCNX

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