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ABB CONCISE Optical Group LLC is the country's leading distributor of optical products including contact lenses, ophthalmic lenses, frames, sunglasses, accessories and contact lens solutions. We focus on being the supplier of choice for Ophthalmologists, Optometrists and Opticians. NEWLY CREATED POSITION IN OUR CORAL SPRINGS CORPORATE FACILITYSENIOR MANAGER, CALL CENTER TRAINING & QUALITYThis person is the senior level strategic and tactical leader of Customer Service training and quality, responsible for delivering superior training and quality programs across multiple platforms, and is responsible for overseeing the developing and planning of the usage of resources and staff in order to fulfill key objectives. Training Manager(s), Trainer(s), etc. report in to this position and this position reports to the Director, Customer Service.YOU WILL: Develop and implement global strategies for customer service training and quality Collaborate with the Academy of Excellence (in-house learning university) to develop and oversee all customer service training initiatives Establish department standards and metrics to drive performance to a top level of excellence Create, implement and maintain QA SOPs that are FDA and ISO compliant, where applicable Develop coaching and development standards and guidelines for the CS management team to follow across all Customer Service verticals Develop and implement trainer and quality certification programs Measure, manage and report on all activity under the Training and Quality umbrella, continually driving the organization to more efficient levels Direct, coach, mentor and monitor the development of Training and Quality team Travel to other locations as required. WE REQUIRE: A seasoned senior management level Call Center Customer Service Training and Quality professional with 5+ years experience managing training and quality programs for a growing company Experience in an industry related to the distribution and manufacturing of consumer packaged goods to the retail sector is strongly preferred Previous experience overseeing Managers in a Call Center / Training environment Outstanding Training and Quality skills, with strategic planning and development experience combined with exceptional Training skills A hands-on style with the ability to multitask in a dynamic, time sensitive environment An undergraduate degree in Business or a related field is preferred. We offer a competitive and comprehensive compensation and benefits package, including a 401k matching program. EOE / DFWP
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