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. - 13 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 ...
- Just Posted
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...
- 18 Days Ago
Quality Control Manager
- EMCOR Group, Inc.
-
Torrance, CA
FULL_TIME
- Description Formulate and administer the quality control program in accordance with the company's Quality Control Manual, code requirements, and client engineering specifications. Maintain compliance ...
- 19 Days Ago
Supplier Quality Manager
- Stellant Systems
-
Torrance, CA
FULL_TIME
- Overview Extenral Job Title: Supplier Quality Manager Internal Job Title: Manager, Quality Job Location: Torrance, CA Salary: $150,000-$160,000/yr Job Description: Stellant Systems, a premier manufact...
- 15 Days Ago
Air Quality Project Manager
- SCS Engineers
-
Long Beach, CA
FULL_TIME
- What we are looking for SCS Engineers is looking for an Air Quality Project Manager to become a long-term asset to our growing practice in the Southwest. You will complete technical work, manage conta...
- 25 Days Ago
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0 Contact Center Quality Manager jobs found in Long Beach, CA area
Patient Service Representative
- Smile Brands Group Inc.
-
Irvine, CA
- **Patient Service Representative** Location Irvine, CA Category Corporate **Ref #:** 118937 Job Type Full-Time Irvine JO...
- 4/26/2024 12:00:00 AM
RS Service Center Supervisor - 2nd Shift - Van Nuys 5K Sign On Bonus Eligible
- Hiring Now!
-
Long Beach, CA
- RS Service Center Supervisor - 2nd Shift - Van Nuys 5K Sign On Bonus Eligiblein GAC Van Nuys Unique Skills: The compensa...
- 4/26/2024 12:00:00 AM
Customer Service Representative Specialist Angesehen am
- Deutsche Bahn
-
Carson, CA
- ** Customer Service Representative Specialist** ** Direkteinstieg, Fachkraft** Startdatum: ab sofort Job-Nr.: 121252 * S...
- 4/26/2024 12:00:00 AM
Bilingual Call Center Manager
- Wilshire Law Firm
-
Los Angeles, CA
- Job Description Job Description Call Center Manager Impact: As our Manager in our Intakes department, you will have the ...
- 4/24/2024 12:00:00 AM
Join Our Team Bilingual MEDICARE- Health Insurance License Agent
- MedOptions Insurance
-
Los Angeles, CA
- Job Description Job Description Are you fluent in both English and Spanish, passionate about helping others, and eager t...
- 4/24/2024 12:00:00 AM
Greeter
- Walmart
-
Long Beach, CA
- **Job Summary:** As a Greeter at Walmart, you will be the first point of contact for customers as they enter the store. ...
- 4/24/2024 12:00:00 AM
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...
- 4/22/2024 12:00:00 AM
Customer Service Rep BILINGUAL(SPAN-ENG)at MedOptions Insurance Agency
- MedOptions Insurance
-
Huntington Park, CA
- Job Description Job Description Job Description: MedOptions Insurance Agency is seeking a dedicated and customer-focused...
- 4/22/2024 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
$81,073 to $122,100
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