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Line of Business Role Description
The Associate Readiness Manager is responsible for ensuring that new & existing associates receive the highest level of training & on-going monitoring and coaching to ensure Company delivers a high quality client experience in compliance with Bank or America company policies and other regulations regarding the credit card processing industry. This role works in partnership with our Learning & Development partners to design training programs of new and existing employees, including implementation and evaluation. This position also is responsible for the development and on-going execution of program that monitors calls and emails, as well as audits of key account changes executed by associates.
Manage a team of direct reports composed of all CS Quality & Training team members. This function includes developing training materials and effectively training, managing, coaching and mentoring Training department members to ensure the development and grooming of top-rated employees.
Manage all Quality Assurance processes which include but are not limited to workflows and training resources, set quality reviews, agent assistance and all continued education sessions/communication and related items, as well as any QA reporting.
◦ Use various quality monitoring tools to analyze data, track and trend impacts in the call center, and regularly review metrics to identify trends to develop improvement programs focused on immediate and continuous improvement. This task includes participating in all meetings related to the Call Center and Quality Assurance.
◦ Collaborate with internal teams and external teams to formulate quality standards for the Call Center. Provide regular feedback or actionable data to the customer service workforce. Trains, coaches and evaluates performance of team members as it relates to inbound and outbound communications
Design and execute in partnership with Learning & Development Partners for training programs.
◦ This includes initial training, on-going training, and training for continuing improvement
◦ Provide training for staff locally and remotely, internally and externally at all international operations centers
◦ Provide training for all work instructions, policies, tools, and products
◦ Ensure that training is effective and knowledge is retained by using a variety of delivery methods and certification methods
Identify issues and/or control improvements for remediation, while leading the build-out of action plans and milestones
Provide feedback to supervisors and managers regarding service quality initiatives, adherence to procedures and develop training tools
Identify best practices and advise on quality and productivity improvements
Communicates key performance metrics, recommended solutions, and influences action plans designed to drive customer service expectations
Address areas of concern with clients maintaining focus on established procedures and training program outlines
Facilitate performance enhancement processes at all levels
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.\
10 year experience in managing functions that support call center activity such as training, quality programs, and process improvement
5-10 year experience in project & process management – participant or lead including Six Sigma, PMP and or Agile certification.
Demonstrated leadership skills in a team based environment and the ability to motivate and empower employees.
Experience in leading both high level individual contributors and teams.
Experience in remote management of staff across multiple locations
Excellent interpersonal, written, and oral communication skills.
Ability to travel approximately 15% to multiple locations.
Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
Ability to make swift and sound decisions that demonstrate both strategic and tactical analytical and leadership skills.
Ability to as act as a trusted advisor at all organizational levels, including ability to develop and deliver substantive presentations to executive leadership.
Analytical skills, understanding of basic statistics and continuous improvement methodologies.
Understands and executes balance between growth, risk and profitability
Ability to express ideas in a clear and concise manner
Strong consensus building ability with effective conflict resolution and negotiation skills
Ability to take initiative and effect change
Excellent organizational and analytical skills and detail orientation
Microsoft Office Suite products, including but not limited to Visio, Excel, SharePoint and Project
Familiarity with relevant call center technology and applications, including but not limited to including Nice, IEX, Aspect, etc
5+ years referred experience in Merchant Services and/or Acquiring Payments
Bachelor’s degree in Business, Finance, Law, or related field
Shift:1st shift (United States of America)
Hours Per Week: 40
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