Contact Center Quality Analyst monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Analyst typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
At Mr. Rooter Plumbing you can lead a high-performing, customer-facing team that is the heartbeat of our business
Are you ready to build on your call center and customer service career experiences and lead your own team at a place where CSR and Dispatcher are recognized as two of the most important roles in the company?
Are you equally comfortable empathetically speaking with a distressed customer and analytically evaluating your team’s performance against well-defined goals?
Would your current colleagues describe you as a good coach who has helped them develop and win as a team?
Bring those qualities and experiences to Mr. Rooter Plumbing of Portland & Vancouver where we protect the health of our community through the most clean, courteous, and professional resolution of water and wastewater system problems. While our technicians are out in the community saving the day our office team supports them with equally professional business processes. We are seeking a Contact Center Supervisor to keep everything flowing. In this role you will lead the team responsible for the customer calls, texts, and emails that fill our appointment schedule as well as the dispatching function that matches our 27 technicians with jobs across the 6 counties we serve in Oregon and Washington.
What Mr. Rooter Plumbing expects of the Contact Center Supervisor
This critical role is eagerly anticipated by the rest of our 50-person team. The current leader covers both the Contact Center and Marketing, however the size of the company and our growth trajectory necessitate specialization for both departments. The good news about our former approach is that the new hire will have an experienced partner to learn from during the transition who will also be here as a backup to cover the duties during vacations. Initial responsibilities include:
On-site Customer Service Representatives. In-house team 7-days a week, 6am to 9pm
On-site Dispatchers. In-house team 7-days a week, 6am to 9pm
Off-site Overflow Call Center. 3rd party service for high-call-volume periods and after-hours
The ideal candidate brings these attributes and experiences:
How Mr. Rooter Plumbing supports the Contact Center Supervisor
The Contact Center Supervisor will join a supportive team in a critical role valued by everyone at the company. Specific points of support include:
Total compensation and benefits include:
Apply today to learn more and explore whether Mr. Rooter is the right place for your new start.
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