Contact Center Support Services Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and manage the Quality Assurance and Training teams.

• Encourage accountability, continuous improvement, and the growth of employees.

• Set performance objectives and development plans.

• Oversee departmental priorities and the allocation of resources.

• Collaborate with Operations, Workforce Management, Analytics, Marketing, IT, and BPO partners.

• Supervise QA scorecards, evaluation processes, calibration standards, and quality reviews.

• Track compliance, patient experience, and operational performance.

• Identify trends and coaching opportunities to enhance agent effectiveness.

• Direct onboarding, new-hire training, and ongoing training programs.

• Maintain knowledge management resources, SOPs, and training documentation.

• Assist in the implementation of new systems and processes.

• Analyze quality and training outcomes to enhance schedule rates, show-up rates, conversion rates, CSAT, NPS, and FCR.

• Support CRM, IVR, IVA, AI, and omnichannel initiatives.

• Standardize quality and training practices across various locations and partners.

• Aid in workforce readiness and capacity planning.

• Create and present QA and training performance reports.

• Monitor coaching trends, QA scores, training completion, and proficiency metrics.

• Provide recommendations and performance insights to leadership.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and experience.

• Over 5 years of leadership experience in call centers, contact centers, or customer service.

• More than 3 years of experience leading Quality Assurance, Training, Learning & Development, or Operational Excellence functions.

• Strong background in coaching, performance management, and employee development.

• Experience in developing training curricula and quality programs.

• Excellent analytical and problem-solving abilities.

• Outstanding communication and presentation skills.

• Proficient in Microsoft Office applications, including Excel and PowerPoint.

• Preferred experience in healthcare, hearing healthcare, patient access, scheduling, or customer care environments.

• Experience with outsourced/BPO operations is a plus.

• Familiarity with CRM systems such as Microsoft Dynamics, Salesforce, HubSpot, or similar platforms is preferred.

• Experience with workforce management and analytics tools is advantageous.

• Knowledge of AI, Agent Assist, IVR, IVA, and omnichannel technologies is preferred.

• Bilingual in Spanish or French is a plus.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• 401(k) with Company Match.

• Paid Time Off (PTO).

• Paid Holidays.

• Employee Assistance Program.

• Career Development Opportunities.

• Remote Work Environment.

• Professional development opportunities.

• Career growth within a rapidly evolving healthcare organization.