Contact Center Quality Manager jobs in Orlando, FL

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)

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Contact Center Supervisor - Orlando
  • Inktel Contact Center Solutions
  • Orlando, FL FULL_TIME
  • Our mission is to create a world-class customer service experience with every customer. We train to be our best every day. Our company practices and instills excellence in everything that we do.If you’re up to this challenge, we want to meet you.

    Our dynamic Operations Team is currently in search of a Supervisor. This position will report directly to an Operations Manager. The successful candidate will:

    • Love to tackle challenges and develop innovative solutions to address those challenges
    • Be self-driven to achieve excellence in everything they do
    • Be motivated, reliable, and persistent
    • Have strong ethics and integrity
    • Be enthusiastic, have a positive mindset, and know how to have fun
    • Continually be growing by setting and obtaining personal goals and challenges
    • Have a passion for world-class customer service
    • Have raving fans in past employers
    • Able to work successfully with a diverse group of people and be a team-player

    Education & Experience:

    • 2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role
    • Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership
    • Experience with social media management and providing customer service online via chat is a plus!
    • Experience working in a fast-paced environment with changing priorities and goals

    Knowledge, Skills, and Abilities

    • Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
    • Clear, concise and effective communication skills (both oral and written)
    • A solution-oriented and positive mindset that openly embraces change and stretch goals.
    • Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues.
    • An ability to create clear accountabilities and hold yourself and your team to those accountabilities.
    • Ability to multitask and thrive in a fast-paced, high-pressure environment.
    • An ability to inspire and motivate your team and create a highly engaged, committed, and empowered workforce Responsibilities
    • Lead a team of 12-18 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential
    • Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met
    • Drive a culture of accountability, continuous improvement, and personal excellence
    • Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers
    • Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
    • Work constructively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practices
    • Develop and audit quality assurance strategies to ensure the delivery of world-class service
    • Be an ambassador for Inktel’s culture – role model our values in everything you do
    • Be a subject matter expert on your client’s business. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions.
    • Implement startegies to ensure attrition remains at an acceptable level.

    Salary & Benefits:

    The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.

    Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

     

    #LI-LP1

  • 10 Days Ago

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Contact Center Supervisor - Orlando
  • Inktel Contact Center Solutions
  • Orlando, FL FULL_TIME
  • Our mission is to create a world-class customer service experience with every customer. We train to be our best every day. Our company practices and instills excellence in everything that we do.If you...
  • 1 Month Ago

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Contact Center Representative
  • Launch Credit Union
  • Titusville, FL FULL_TIME
  • Position Summary This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work on a weekly basis. To be eligible for the program, employee...
  • 24 Days Ago

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Contact Center Supervisor
  • AdventHealth Medical Group Central FL
  • Maitland, FL FULL_TIME
  • Description Remote Call Center Supervisor - AdventHealth Medical Group Call Center All the benefits and perks you need for you and your family: Benefits from Day One Paid Days Off from Day One Student...
  • 24 Days Ago

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Contact Center Agent
  • Long Home Products
  • Lake, FL FULL_TIME
  • Long Home Products an industry leader in the Home Improvement industry since 1945 is seeking a Contact Center Agent with sales experience to join our amazing team in Lake Mary, FL! Starting at $16.50 ...
  • 24 Days Ago

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Contact center representative
  • Jackson Hewitt
  • Casselberry, FL FULL_TIME
  • At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
  • 4 Days Ago

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0 Contact Center Quality Manager jobs found in Orlando, FL area

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Medical Customer Service Representative
  • Vaco
  • Orlando, FL
  • Customer Service Representatives, is it time to take that next big career step? Let Vaco serve as your advocate in prese...
  • 3/29/2024 12:00:00 AM

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In Office Part Time Bilingual English/Spanish Customer Service Rep
  • AnswerNet
  • Orlando, FL
  • Job Description Job Description Job Type: Part Time Hours: 7:20 AM- 6:00 PM EST Salary: $15.50 Benefits: Available after...
  • 3/29/2024 12:00:00 AM

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Call Center Representative (FULLY REMOTE)
  • Contemporary Staffing Solutions
  • Orlando, FL
  • Job Description Job Description Contemporary Staffing Solutions is seeking an experienced Call Center Representative to ...
  • 3/29/2024 12:00:00 AM

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Full-Time Customer Service Agent (Great Benefits, Great Work/Life Balance!)
  • AllianceOne Incorporated
  • Orlando, FL
  • Job Description Job Description Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne...
  • 3/27/2024 12:00:00 AM

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Call Center Representative
  • Fence Outlet
  • Orlando, FL
  • Job Description Job Description Fence Outlet specializes in one stop shopping for all fencing needs and accessories. We ...
  • 3/27/2024 12:00:00 AM

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Spanish Bilingual Customer Service Agent
  • AllianceOne Incorporated
  • Orlando, FL
  • Job Description Job Description Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne...
  • 3/26/2024 12:00:00 AM

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Customer Support Specialist
  • Kaseya
  • Orlando, FL
  • IT Services Consultant Full-time Position Orlando,FL (On-Site) Job Description To enhance the global services team, we a...
  • 3/26/2024 12:00:00 AM

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Call Center Sales Representative
  • Velocity Business Solutions, LLC
  • Orlando, FL
  • Job Description Job Description Lifetime Earnings on Every Sale Who We Are: At Velocity Business Solutions, we're at the...
  • 3/26/2024 12:00:00 AM

Orlando (/ɔːrˈlændoʊ/) is a city in the U.S. state of Florida and the county seat of Orange County. Located in Central Florida, it is the center of the Orlando metropolitan area, which had a population of 2,509,831, according to U.S. Census Bureau figures released in July 2017. These figures make it the 23rd-largest metropolitan area in the United States, the sixth-largest metropolitan area in the Southern United States, and the third-largest metropolitan area in Florida. As of 2015, Orlando had an estimated city-proper population of 280,257, making it the 73rd-largest city in the United State...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$69,515 to $104,748
Orlando, Florida area prices
were up 1.5% from a year ago

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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