Supervisor, Quality Communication-Onsite

Overview

Supervision of on-site or remote quality consultants that are senior level associates providing direct support to Contact Center, Operations, Legal and senior leadership through handling of escalated and sensitive customer situations, providing direct coaching, mentoring and completing quality control processes. Responsible for effective service team management in a on-site and virtual environment that includes but is not limited to motivating, mentoring, team building, developing, supporting, and coaching staff, in an effort to grow the business by driving key performance indicators. Leverages data and trend analysis to lead optimization processes through collaboration with multiple departments and senior leaders.

Responsibilities

What you will do:

• Leads and supervises an on-site or virtual team of Quality Consultants servicing internal and external customers via a solution-focused, de-escalation and coaching approach.
• Handles all recruiting, training and development of staff in preparation for next level assignment in leadership or similar role.
• Leads and manages all prioritization to achieve expected SLAs involving multiple projects, and initiatives, often simultaneously. Responsible for leveraging knowledge gained from multiple data points to drive contact center efficiencies and processes. Expected to communicate progress and outcome across departmental lines and with all levels of management, including Training and Development, HR, Legal, Compliance and senior management.
• Works proactively with upper management to establish priorities thereby ensuring associates have resources necessary for efficient and effective completion of all agreed-upon expectations.
• Responsible for, as primary decision-maker, coordination of nesting activities for onboarding of contact center associates. Includes but not limited to development of nest processes, practices, methods and scheduling of mentor.
• Provides guidance, training and coaching to ensure individual, team and cohort productivity and quality goals are met and to ensure development of direct reports through performance management. This includes utilizing technology that allows video conferencing between the supervisor and the agent as required.
• Drives associates to accept and embrace new learning methods, process improvements and technologies. Uses expert-level knowledge and skill to build and mature the relevant use and accuracy of reporting activities using specialized software/equipment such as I3, Nexidia and call monitoring.
• Responsible for motivating and fostering a wellness culture creating an environment of continuous process improvement as well as continuous improvement on personal and team performance; strong quality and sales acumen. Drives and implements changes.
• Analyzes data captured from multiple reporting channels to identify, plan and execute process improvements.
• Provides management with timely, relevant and accurate reporting of activities and production statistics using specialized software/equipment such as I3, skill-based routing, workforce management and call monitoring.
• Proper planning, communication and management of identified objectives across departmental lines, with all levels of associates/management, outside vendors, including Legal and Compliance personnel. Acts as an intermediary between consumers and company, handling escalated calls and other sensitive situations.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree Or equivalent work experience. - Preferred
• 3-5 years' supervisory experience demonstrating successful managing, gaining commitment, energizing, motivating and coaching others to build a successful team. - Required
• Financial Services or Contact Center experience considered a plus. - Preferred
• Call Center experience considered a plus. - Preferred
• Proven experience interacting effectively with various levels within the organization. - Required
• Insurance industry experience and knowledge considered a plus. - Preferred
• Previous supervision of a work-at-home team considered a plus. - Preferred
• Proven ability to mentor and lead teams of diverse members to successful results. -
• Proven ability to influence others and work collaboratively across multiple departments and roles. -
• Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions. Must be able to cite examples of good decision-making skills when dealing with multiple alternatives. -
• Demonstrated ability to analyze information and trends to make recommendations. -
• Demonstrated ability to comprehend, educate and enforce relevant policies/procedures. -
• Proven track record for improving quality metrics. -
• Proven track record for delivering results. -
• Proven change agent. -
• Proven to be self-directed, highly motivated. -
• Demonstrated ability to operate in a fast-paced environment. -
• Demonstrated ability to manage priorities. -
• Demonstrated computer proficiency with ability to troubleshoot. -
• Proven and demonstrated excellent verbal and written skills. -
• Proven analytical thinker, understands technical concepts and problem solving. -
• Solid to advanced PC skills. -
• Ability to troubleshoot technical issues. -
• Obtain/maintain state insurance agent licensing n Life and Health Insurance prior to hire - Required
• LOMA designations or equivalent considered a plus. Upon Hire - Preferred

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None