Contact Center Quality Manager jobs in Utah

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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Manager, Workforce Planning - Contact Center Operations
  • Progressive Leasing
  • Draper, UT OTHER
  • Job Description

    We are currently hiring a Manager, Workforce Planning to help grow our company and ensure our mission is achieved!

     

    Employee Value Proposition (EVP): PROG is dedicated to providing people with opportunity; opportunity for inclusive collaboration, opportunity for innovation, and opportunity for development.

     

    WE ARE: A team of operations experts that are crucial to the operational excellence and world-class experience that we provide to our customers. Progressive Leasing is known for the high-quality assistance that we provide, and we love to continuously pursue excellence and compassion in all that we do! 

     

    YOU ARE:  As an operations manager, you will lead others to provide a world-class customer experience through efficient planning and execution of workforce management. In this key management position, you will be responsible for overseeing and coordinating all forecasting, capacity planning, scheduling, and real time monitoring for Progressive Leasing and BPO partners. This includes analyzing call volume, handle time, distributions, absenteeism, overtime, and staffing needs to ensure optimal performance.

     

    YOUR Day-To-Day: 

    • Strategic Planning: Develop and implement workforce strategies aligned with business objectives. Collaborate with Senior Leaders to understand and support their goals.
    •  Operational Oversight: Lead forecasting, capacity planning, scheduling, and real-time management for Operations. Analyze call volume, handle time, distributions, absenteeism, and staffing needs to optimize performance.
    •  BPO Coordination: Manage the outsourcing of business processes, including overseeing BPO staffing and invoice management. Ensure seamless collaboration between internal teams and external partners.
    •  Team Leadership: Lead and develop a team of analysts, fostering a culture of continuous improvement. Conduct performance reviews, create Individual Development Plans, hire and onboard new analysts.
    •  Data Analytics: Design and implement advanced analytical processes for predictive forecasting and target setting models. Analyze data to identify key insights, drive strategic decision-making, and improve operational efficiency.
    •  Technology Integration: Drive the implementation and direction of new tools and technologies to enhance customer experience and inform business strategy.
    •  Collaboration: Collaborate with peers in WFM, Finance, Sales Ops, and Operations teams to establish goals and create plans. Work side-by-side with WFM leadership on projects and staffing plans.
    •  Reporting and Communication: Generate and analyze reports, communicate insights to leadership, and inform business owners of significant issues, changes, and developments.

     YOU’LL BRING:

    • 5 to 7 years' experience in WFM (forecasting, capacity planning, scheduling and real-time management)
    • Experience with managing employees across multiple sites
    • Management experience with teams of at least 1-10 people
    • Experience managing a BPO, as a WFM Manager
    • Experience with MS Office Suite with high proficiency and working knowledge of Excel
    • Proficiency with WFM software applications (Genesys, IEX, ININ, Verint, etc.)
    • Excellent oral, written, interpersonal, and organizational skills
    • Must be self-motivated and able to work with minimal supervision
    • Must be detail oriented, organized, and able to work independently as well as with a team
    • Proven performance in a fast-paced, growth work environment
    • Ability to make sound decisions quickly in a fluid work environment
    • BA/BS Bachelor's Degree in a job related field of study preferred (mathematics, statistics, finance, business analytics etc.) 

    WE OFFER:

    • Competitive Compensation Bonus Potential
    • Full Health Benefits; Medical/Dental/Vision/Life Insurance Paid Parental Leave
    • Company Matched 401k
    • Paid Time Off Paid Holidays Paid Volunteer Time
    • Diversity Alliance Resource Groups
    • Employee Stock Purchase Program
    • Tuition Reimbursement
    • Charitable Gift Matching
    • Job Required Equipment & Services Will Be Provided

     

    Progressive Leasing welcomes and encourages diversity in the workplace. We do not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Progressive Leasing does business. 

     

  • Just Posted

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Data Center Construction Project Manager
  • LE043 Quality Technology Services, LLC
  • Mountain, UT OTHER
  • Learn what makes QTS a unique place to grow your career! The Data Center Construction Project Manager is primarily responsible for leading and managing the design, preconstruction and construction act...
  • 26 Days Ago

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Contact center specialist
  • USU Credit Union
  • Orem, UT FULL_TIME
  • Full-time (40 Hours) WHO WE ARE Goldenwest Credit Union is a premier non-profit financial cooperative providing exceptional member service to our members in Utah and Idaho. Our employees earn a guaran...
  • 3 Days Ago

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Contact Center Representative
  • Jordan Credit Union
  • Sandy, UT FULL_TIME
  • Jordan Credit Union seeks an employee who cares about the financial needs of our members and will do everything they can to make our member's day better. He/She must find satisfaction in serving other...
  • 8 Days Ago

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Contact Center Associate
  • Serenity Healthcare
  • Lehi, UT FULL_TIME
  • Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having responsibility to support these patients may be triggering for some people. Contact Center Associate...
  • 11 Days Ago

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Contact Center Agent
  • Serenity Healthcare
  • Lehi, UT FULL_TIME
  • Contact Center AgentOnsite - Lehi, UT Are you ready to make a real impact and bring a breath of fresh air to the world of healthcare? Join the Serenity Healthcare team, a mission-driven company that p...
  • 18 Days Ago

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Call Center Manager
  • Automated Health Systems
  • Baltimore, MD
  • Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced call center management profe...
  • 3/29/2024 12:00:00 AM

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Call Center Manager
  • ProSolar Systems Caribbean
  • Fort Lauderdale, FL
  • Job Description Job Summary: Managing the call center operations on a day-to-day basis to ensure optimum performance and...
  • 3/29/2024 12:00:00 AM

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Call Center Manager
  • StevenDouglas
  • Decatur, AL
  • My client, a growing healthcare technology company, is seeking a Call Center Manager for its high-volume environment. Th...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • The Call Center Network
  • Tacoma, WA
  • Job Description Job Description ******This job will be located in Portland, OR surrounding area****** Rapidly growing, s...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • Christopher Ligori & Associates
  • Tampa, FL
  • Job Description Job Description Pay: $40,000k to $45,000k plus year-end bonus Pay: $40,000k to $45,000k plus year-end bo...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • Automated Health Systems
  • Baltimore, MD
  • Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced call center management profe...
  • 3/27/2024 12:00:00 AM

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Call Center Manager
  • Frontline Source Group
  • Dallas, TX
  • Call Center Manager Our client located in Dallas, TX has a need for a Call Center Manager on a direct hire basis. Compan...
  • 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

Utah is known for its natural diversity and is home to features ranging from arid deserts with sand dunes to thriving pine forests in mountain valleys. It is a rugged and geographically diverse state that is at the convergence of three distinct geological regions: the Rocky Mountains, the Great Basin, and the Colorado Plateau. Utah is one of the Four Corners states, and is bordered by Idaho in the north, Wyoming in the north and east; by Colorado in the east; at a single point by New Mexico to the southeast; by Arizona in the south; and by Nevada in the west. It covers an area of 84,899 sq mi ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$69,244 to $104,340

Contact Center Quality Manager in Pierre, SD
This includes the day-to-day supervision of non-exempt team members in a high quality/high productivity environment.
January 08, 2020
Contact Center Quality Manager in Champaign, IL
Gain a holistic view of quality - Enjoy powerful, at-the-ready quality dashboards to see team and individual progress in real time.
January 17, 2020
Contact Center Quality Manager in Fargo, ND
Contrary to popular thought, quality control and quality assurance are not one in the same.
January 28, 2020