Quality & Training Manager - Customer Service/call Center
Hanna Associates (Chicago Northwest, Illinois)

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Our client is a $1 Billion, privately held firm that has won several noteworthy awards including “Best and Brightest Companies” to work for in Chicago. Based in the Northwest suburbs just a few miles from O’Hare, this well respected organization provides sophisticated business-to-business services that combine financial services, administrative support, systems integration, and cost savings to Fortune 1000 Companies. The entrepreneurial culture is client-driven and results-oriented. Values such as honesty, commitment and integrity are recognized and rewarded with career opportunity and long-term security.

Ongoing client service and customer problem solving are provided by dedicated employees who work in a modern, state-or-the-art facility with several high-volume contact centers, almost 200 employees, and 7am to 7pm operations. These centers deliver service based on existing contracts, so the employees are completely service focused with no selling responsibilities. The Quality Manager reports to the Vice President of Customer Service and operates as a peer to the four Customer Service Managers. This role oversees the training program, mentoring activities, and quality initiatives to help employees develop the skills and knowledge needed to deliver exceptional service. Additionally, the position directly supervises eight Quality Service Coaches who support the coaching, development and training efforts. Specific responsibilities include:

Direct the development of service employees to achieve required certification, improve retention, and promote career growth within the company. Establish performance standards and metrics, and monitor results to ensure service levels are achieved. Lead and/or participate in cross-functional team efforts to improve processes and procedures and enhance overall service delivery. Provide guidance and lead Quality Service Coaches by teaching new skills and supporting their continued development for long-term growth. Collaborate with Human Resources to develop and deliver skills based training and professional development courses. Create and deliver management reporting to improve internal communications regarding relevant department statistics and performance data.

The ideal candidate is a dynamic, customer focused professional with at least five years of management level experience in a high-volume call center that supports multiple products/services. (Banking, mortgage/lending, insurance, retail, hospitality, travel, etc.) Demonstrated success in employee training and development, as well as quality improvement initiatives is required. A bachelors Degree in business or a related discipline is required.

Strong leadership skills are necessary, including the ability to manage supervisors and lead cross-functional teams. Coaching and mentoring skills are essential. We seek an individual who can draw on past experience to develop creative solutions and bring innovative ideas to the organization. Technical skills should include proficiency with Microsoft office suite; and familiarity with Lucent/Avaya G3 switch hardware, eTalk Qfiniti Platform/Blue Pumpkin forecasting or similar system software, and knowledge of workforce management and call recording software.

Qualified candidates will possess core values that include honesty and integrity, respect for others, and personal accountability. Outstanding communications and interpersonal skills are required with particular strengths in team building and employee motivation. The selected candidate will be a results-oriented self-starter, with good organizational skills and the ability to manage multiple priorities. He or she must be able to fit into an entrepreneurial organization that truly values employees and prides itself on customer responsiveness. Intelligence, energy, and humor are important characteristics.