Provide strategic direction for all Training and Call Quality activities.
From an education
perspective develop, design, deploy, and deliver full life cycle training including on boarding, skill enhancement, process, technology/system (individual and group) as required by environment.
From a call quality perspective devise and deploy toolsets that and provide actionable coaching opportunities based upon call review with emphasis on optimizing the customer experience while meeting both client and internal business requirements.
Key deliverables include:
Facilitate training development in partnership with client and internal business resources.
Design and deliver training that enhances the customer experience, optimizes available CSR toolsets and supports business objectives including expense targets.
Maintain accurate training documentation and CSR aid materials providing ease of use and logical access.
Ensure materials are current and fulfill client based business requirements.
Facilitate all aspects of training delivery. Measure delivery effectiveness and make changes as appropriate.
Optimize use of technology and training delivery in support of expense management.
Effectively manage call quality measurement process.
Achieve all client based monitoring requirements.
Ensure that all business partners/vendors/internal sites consistently meet call quality standards including call monitoring volumes, and acceptable overall performance measures.
Conduct regular calibration sessions in order to assure like kind and quality scoring exists across locations, shifts, and as appropriate, clients.
Facilitate all client based monitoring and provide appropriate feedback.
Follow through all client based feedback including any corrective measures required in order to address performance deficiencies identified.
Provide timely and accurate reporting including CSR scorecards and client overview as required.
Complete all internal and client based reporting in a timely and accurate manner.
Analyze performance data, identify process improvement opportunities, and execute prioritized process improvements in support of client and business needs.
nterface with client, relationship management, and functional leadership in order to ensure attainment of key performance metrics.
Provide strategic direction for all training and quality initiatives.
Manage similar but different processes across multiple internal and client
Responsible for development of repeatable processes and consistent capture of
integral data points across a variety of product groupings (Wholesale, Retail,
SLC, and Affinity) for both emergency roadside services and member
Achieve like kind and quality outputs for both training and call quality across
multiple locations in a global environment.
Client interface required with opportunities to participate in sales/business
Unique Skill Sets / Requirements:
10 years diversified Call Center / Marketing / Communications experience
Instructional Design, Training Delivery, and Call Quality experience base
Interface with a 24/7/365 operation
Effective verbal and written communication skills
Ability to manage numerous priorities across multiple locations
detail by line (Wholesale and Retail) across a variety of IT platforms and the
- Develop and maintain strong product and process knowledge with attention to
ability to integrate process integrity across a variety of client flavors.
- Technical aptitude in relation to CSR toolset and interfacing
Allstate - 17 months ago
Allstate celebrates creative problem solving, full engagement and working together to keep all people in Good Hands®. Rooted in...