Responsible to manage Quality & Training functions as a central POC for the client

Manages first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues. Ensures client and corporate service, quality and contribution goals are met. Ensures that financial, metric and associate satisfaction goals are met. Provides leadership and management to associates. Provides training and development opportunities for supervisory team. Coaches and mentors team supervisors. Regularly conducts supervisor team meetings. Supervises multiple teams for one or more clients.

Education (if beyond High School or equivalent): Four-year college degree in Business Management/Administration or equivalent combination of education and directly related experience.

Experience Target (in this job or a related function/field): 4 or more years of directly related experience, including 2 or more years of supervisory experience.

Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)

Strong leadership skills with the ability to manage large groups of people. Strong verbal/written communication and facilitation skills. Strong interpersonal skills and experience demonstrating successful customer relationship management. Ability to use a computer (Internet, e-mail, MS Office programs) to complete daily duties.

Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)

Demonstrated knowledge of contact center operations and customer support. Demonstrated knowledge of the technology industry and general business management. Demonstrated ability to analyze processes, enact change and think operationally and strategically to achieve business goals.

Special Certifications (if appropriate-identify if required to perform the job or just preferred):

Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues):

Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above)