Supervisor, Quality Optimization (Onsite)

Western & Southern Financial Group - Fremont, MI

Fremont, MI

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

Develops and implements strategies that support cc and operational processes. Directly supervises senior level associates, maintaining effective staffing levels through appropriate selection, training, coaching and development activities. Provides support to Contact Center, Operations, and Legal Counsel with all strategic initiatives and projects impacting the team. Works with minimal supervision and is responsible for making an established range of decisions, escalating to Manager when necessary and updating Manager on a regular basis. Additionally, this position maintains positive business relationships with high-level personnel, agents, internal departments, vendors, and legal counsel.

Responsibilities

• Manages the Senior Quality Communication Team responsible for maintaining quality of customer transactions and business processes between the Contact Center and other departments.
• Utilizes data gathered from multiple reporting channels to create, plan, and lead Senior Consultants to coach Agents and Associates for improved performance and/or behaviors.
• Leads primary touchpoints between Contact Center, Legal/Compliance, and Operations departments.
• Acts as an intermediary between consumers and company, guiding appropriate call escalation processes and handling sensitive legal situations.
• Responsible for fraud and complaint escalation procedures between Contact Center and Legal.
• Performs in-depth analysis, leveraging data from multiple sources to spot trends, identify areas needing improvement, develop solution proposals and deliver recommendations to multiple business units including Senior leadership.
• Drives implementation via managing of multiple projects/initiatives simultaneously by partnering with Contact Center and Operations Senior Leadership to optimize business processes.
• Engages and organizes cross-functional groups to collect inputs, gain agreement and develop implementation strategies to drive key performance indicators.
• Study and develop optimization changes to processes with expectation of improving operational efficiencies, quality and service, which drive customer and employee experience and delivers Operation Excellence savings.
• Guides the implementation of new processes to the business via documentation, coordination of training and effective change management to support adoption.
• Acts as subject matter expert for Leaders and Contact Center Agents.
• Leads Contact Center process for nesting of new hires during assimilation of call handling.
• Includes coordination with Contact Center training processes, materials, and mentoring practices.
• Manages overall quality of customer transactions between Contact Center and Operations.
• Responsible for motivating and fostering a wellness culture creating an environment of continuous process improvement as well as continuous improvement on personal and team performance; strong quality acumen.
• Drive and implement changes effectively.
• Provides direction to and development of associates through daily coaching, the administration of the Performance Management Model, and the creation and implementation of development plans.
• Recruits, hires, trains and develops staff.
• Performs other duties as assigned.
• Complies with all policies and standards.

Requirements

• Bachelor's Degree Or equivalent work experience.
• Typically requires 3-5 years supervisory experience or equivalent work experience.
• Proven ability and skills to supervise the day-to-day operations of a team.
• Demonstrates a strong attention to detail with excellent organizational skills.
• Can cite examples of organization and time management methods used to manage or prioritize workload demands for self and others.
• Demonstrated experience identifying and resolving problems where independent decision-making and initiative were demonstrated.
• Must provide examples of strong negotiating skills to resolve problems.
• Demonstrated strong project management skills - must cite examples of developing, organizing, initiating and maintaining a project and successfully accomplishing set goals.
• Proven strong analytical skills, including demonstrated experience identifying and quantifying problems, and providing effective resolutions.
• Proven analytical skills necessary to understand, monitor and manage statistical data in support of goal/mission success.
• Demonstrated experience working effectively within a team.
• Must provide examples of motivating co-workers in difficult situations.
• Demonstrated excellent verbal and written communication skills with proven ability to convey information to internal and external customers in a clear, focused and concise manner while following proper rules of punctuation, diction and style.
• Ability to prepare correspondence, reports and forms using a prescribed format.
• Must be able to cite examples of self-motivation and experience working under limited supervision.
• Proven proficiency working with the Microsoft Office Suite.
• Demonstrated and elevated knowledge of Contact Center and Operations workflow processes including KMS, Operational Error Reporting processes, and training practices considered a plus.
• Demonstrated ability to positively manage change.
• Life and Health Insurance License in home state.
• Must hold active Life and Health state insurance agent license Upon Hire.
• Must maintain multi-state licensed to ensure meeting an occupancy level within 5% of peer base within 30 Days.
• LOMA ALMI designation Upon Hire.
• LOMA FLMI designation Upon Hire.