Contact Center Quality Manager jobs in El Monte, CA

Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)

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Assistant Manager Contact Center
  • Shield California Health
  • Valencia, CA FULL_TIME
  • Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

    Shield HealthCare is looking for an Assistant Contact Center Manager at our Valencia, CA corporate office to oversee and manage all personnel, operations, and activities involving Contact Center staff.

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    JOB RESPONSIBILITIES:*

    • Assist with development of departmental policies and procedures.
    • Assist with development of short and long term goals for Contact Center Sales Department.
    • Monitor departmental training of employees and supervisors.
    • Manage and coordinate implementation of customer service systems.
    • Work with Quality Assurance Specialist to ensure that program goals and quality service are being achieved.
    • Conduct studies and submit recommendations for improving contact center operations.
    • Participate in managing Contact Center departmental budget.
    • Oversee coordination of training for Contact Center sales agents, team leads, and supervisors on new products, procedures and services.
    • Provides post-event reports, analysis, and regular status reports of contact center operations.
    • Identify operational issues and duties that benefit sales and productivity.
    • Create and analyze “Month End Reports” for effectiveness in generating additional sales. Calculate incentives to be paid to staff.
    • Analyze ACD Reports daily, weekly, and monthly Call Activity Reports.
    • Manage dialer activity and coverage to assure high contact levels.
    • Analyze customer resolution forms to determine trends and agent training needs.
    • Oversee the preparation and delivery of performance reviews by the supervisors.
    • Interview, select, ensure orientation, training, and when necessary, discipline and/or discharge of personnel.
    • Monitor GFI mail archiver monthly to ensure staff is using email in the proper manner.
    • Manage eTime review and approvals.
    • Miscellaneous projects as assigned by manager.

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    QUALIFICATIONS:*

    • 2 years management experience, preferably in customer service/call center environment.
    • 5 years experience in a customer service/call center environment.
    • Strong organizational, communication, and leadership skills.
    • Proficient in Microsoft Word and Microsoft Excel.
    • BA/BS degree in Business Administration, Management, or related discipline preferred.

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    SALARY & BENEFITS:*

    • Base salary of $52-$93k; typical starting pay $52-70k.
    • Medical, Dental, and Vision (available first day)
    • 401(k) with Company Match
    • Sick and Vacation Days
    • Flexible Spending Account
    • Life & Disability Insurance
    • Education Assistance

    Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.

    Pay: $52,000.00 - $93,000.00 per year

  • 24 Days Ago

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Clinical Manager - Surgery Center (RN)
  • QUALITY CARE SURGERY CENTER, LLC
  • Northridge, CA FULL_TIME
  • Position Summary: Manages clinical staff. Ensures that all clinical (Pre-Op, GI, OR, PACU) day-to-day operations are functioning efficiently and according to policy. Responsible for daily schedule man...
  • 8 Days Ago

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Virtual Branch/Contact Center Manager - Remote
  • FIREFIGHTERS FIRST CREDIT UNION
  • Pasadena, CA FULL_TIME
  • For over 87 years, we have worked to create trusting relationships with our fire family. The bonds we build are the foundation of our credit union. As the largest, exclusive firefighter credit union i...
  • 11 Days Ago

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Virtual Branch/Contact Center Manager - Remote
  • FIREFIGHTERS FIRST FEDERAL CREDIT UNION
  • Pasadena, CA FULL_TIME
  • For over 87 years, we have worked to create trusting relationships with our fire family. The bonds we build are the foundation of our credit union. As the largest, exclusive firefighter credit union i...
  • 12 Days Ago

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Claims Manager
  • QUALITY CARE SURGERY CENTER, LLC
  • Northridge, CA FULL_TIME
  • Position Summary: Claims processing from data entry to review of all claims prior to payment. Customer service. MM Department support. Essential Duties and Responsibilities include the following: Dail...
  • 2 Days Ago

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Quality Control Manager
  • Lusk Quality
  • Palmdale, CA FULL_TIME
  • RESPONSIBILITIES Responsible for maintaining ISO System (QS) – includes review, Audits, training, updates, revisions. Manage reported red tags daily – Inspector and Machinist initiated – detail, revie...
  • 20 Days Ago

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0 Contact Center Quality Manager jobs found in El Monte, CA area

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Manager Call Center Operations (WFM/IS) - Patient Engagement Center
  • Providence Health & Services
  • Brea, CA
  • Job Description The Call Center Manager is responsible for developing and managing employees and processes while ensurin...
  • 3/29/2024 12:00:00 AM

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GTS Senior Service Associate
  • East West Bank
  • El Monte, CA
  • Introduction: Since 1973, East West Bank has served as a pathway to success. With over 120 locations across the U.S. and...
  • 3/28/2024 12:00:00 AM

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Customer Support - Merchant Services
  • Source One Payment Solutions
  • Los Angeles, CA
  • JOB HOURS: Monday - Friday 9am - 5pm JOB LOCATION:6055 E Washington Blvd.Commerce, CA 90040 JOB OVERVIEW Source One Paym...
  • 3/28/2024 12:00:00 AM

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Insurance Customer Service Representative
  • Hoya Insurance Agency Inc
  • San Gabriel, CA
  • Job Description Job Description We are seeking an Insurance Customer Service Representative to become a part of our orga...
  • 3/27/2024 12:00:00 AM

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Meat Service Clerk
  • Superior Grocers
  • Covina, CA
  • Meat Service Clerk main focus will be delivering great customer service to secure store's financial success. Meat Servic...
  • 3/27/2024 12:00:00 AM

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Call Center Manager
  • Ultimate Staffing
  • Brea, CA
  • Excellent opportunity to work for a leading Heating and Plumbing company in Brea, CA. Manage a team of 25 in the call ce...
  • 3/25/2024 12:00:00 AM

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Patient Service Representative
  • Smile Brands Group Inc.
  • Irvine, CA
  • **Patient Service Representative** Location Irvine, CA Category Corporate **Ref #:** 118937 Job Type Full-Time Irvine JO...
  • 3/25/2024 12:00:00 AM

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Floater Member Services Representative II (Los Angeles and Ventura Counties)
  • Wescom Credit Union
  • Pasadena, CA
  • Please use Firefox or Chrome internet browser to complete this application Current Wescom Employees: Please visit the Ca...
  • 3/25/2024 12:00:00 AM

El Monte /ɛl ˈmɒntiː/ is a residential, industrial, and commercial city in Los Angeles County, California, the United States. The city lies in the San Gabriel Valley east of the city of Los Angeles. El Monte's slogan is "Welcome to Friendly El Monte" and historically is known as "The End of the Santa Fe Trail". As of the 2010 census, the city had a total population of 113,475, down from 115,965 at the 2000 census. As of 2010, El Monte was the 51st largest city in California. El Monte is located at 34°4′24″N 118°1′39″W / 34.07333°N 118.02750°W / 34.07333; -118.02750 (34.073276, -118.027491...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$82,072 to $123,669
El Monte, California area prices
were up 3.2% from a year ago

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