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    1 job found for remote in jacksonville, florida

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      • Jacksonville, Florida
      • Permanent
      • $70,000 - $80,000 per year
      • 8:00 AM - 8:00 PM (Various Shifts Available)
      The Training and Quality Customer Care Manager is responsible for the training delivery and ongoing performance management of a multi-site, multi-channel Contact Center. This position is responsible for the consistent achievement of Coach's quality and productivity expectations. Additionally, this role is responsible for leading the communication and quality assurance efforts that support our existing brand-enhancing customer service initiatives.Responsibilities:Develop training strategy to include schedule, content and assessments leveraging existing tools to conduct both in person and remote training activities.Recommend, design and implement learning paths tied back to measurable business objectives.Utilize adult learning principles to build and iterate upon new hire and ongoing training needs.Work with leadership team to establish closed loop processes that ensure continuous improvement in training and knowledge management.Prepare and present executive level project plans and training plans.Develop and implement a proactive internal communications strategy.Update and maintain internal knowledge base and manage weekly newsletter execution.Evaluate contacts to ensure compliance with our Coach Experience sales and service protocols and assess the quality of the customer experience.Manage outsourced provider???s quality performance, ensuring the company???s objectives are consistently met.Coordinate and facilitate call calibration sessions with the department???s leadership team and outsourced provider.Review and analyze customer satisfaction reports and identify training opportunities.Perform additional duties as assigned.Working hours: 8:00 AM - 8:00 PM (Various Shifts Available)Skills:Proven ability to work and communicate with all levels of the organization including cross-functional teams.Demonstrated presentation and facilitation skills.Strong prioritization and time management skills with ability to delegate effectively.Ability to set strategy and follow through on tactical implementation and execution of initiatives.Excellent organizational skills and attention to detail.Ability to adapt to changing environments and effectively manage change by providing hands on leadership.Skilled with using data and analysis to drive decision making.Schedule flexibility, including evening, weekend and holiday hours as dictated by business need.Education:AssociateExperience:1-4 yearsQualifications:3+ years??? experience developing and overseeing contact center trainingProficiency in all Microsoft Office applications is required. Please call us today!Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      The Training and Quality Customer Care Manager is responsible for the training delivery and ongoing performance management of a multi-site, multi-channel Contact Center. This position is responsible for the consistent achievement of Coach's quality and productivity expectations. Additionally, this role is responsible for leading the communication and quality assurance efforts that support our existing brand-enhancing customer service initiatives.Responsibilities:Develop training strategy to include schedule, content and assessments leveraging existing tools to conduct both in person and remote training activities.Recommend, design and implement learning paths tied back to measurable business objectives.Utilize adult learning principles to build and iterate upon new hire and ongoing training needs.Work with leadership team to establish closed loop processes that ensure continuous improvement in training and knowledge management.Prepare and present executive level project plans and training plans.Develop and implement a proactive internal communications strategy.Update and maintain internal knowledge base and manage weekly newsletter execution.Evaluate contacts to ensure compliance with our Coach Experience sales and service protocols and assess the quality of the customer experience.Manage outsourced provider???s quality performance, ensuring the company???s objectives are consistently met.Coordinate and facilitate call calibration sessions with the department???s leadership team and outsourced provider.Review and analyze customer satisfaction reports and identify training opportunities.Perform additional duties as assigned.Working hours: 8:00 AM - 8:00 PM (Various Shifts Available)Skills:Proven ability to work and communicate with all levels of the organization including cross-functional teams.Demonstrated presentation and facilitation skills.Strong prioritization and time management skills with ability to delegate effectively.Ability to set strategy and follow through on tactical implementation and execution of initiatives.Excellent organizational skills and attention to detail.Ability to adapt to changing environments and effectively manage change by providing hands on leadership.Skilled with using data and analysis to drive decision making.Schedule flexibility, including evening, weekend and holiday hours as dictated by business need.Education:AssociateExperience:1-4 yearsQualifications:3+ years??? experience developing and overseeing contact center trainingProficiency in all Microsoft Office applications is required. Please call us today!Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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