Contact Center Training & Quality Assurance Manager in Hawaii National Park, Hawaii at Tidal Basin

Contact Center Training & Quality Assurance Manager

Reports to: Director of Tidal Basin Contact Center Operations
THIS IS A TEMPORARY ROLE

Position Summary:
As a Training and Quality Manager, you will be responsible for building and maintaining all training content and delivery systems (virtually, via LMS, etc.) to include initial project training of contact center agents, skills development training and leading programs directly related to the optimization and retention of our team members. In addition, you will be responsible for the design, implementation, reporting and continuous improvement of the agent quality assurance program. We embrace and accept individual experiences and backgrounds to achieve a diverse and inclusive workplace. This is a remote, full-time role. A successful candidate will be comfortable collecting and interpreting policy documents, drafting and asking questions from project teams to clarify processes and workflows, and leading meetings with a variety of stakeholders.

Job Requirements and Responsibilities:

• Lead and manage training function across multiple shifts to support training initiatives.
• Build onboarding and training curriculum to reduce agent time to value
• Work closely with our CX Engineer to gather project requirements and translate them into training content and curriculum
• Reduce training time from hire to being proficient at position.
• Create an agent/supervisor certification program to ensure project readiness
• Regularly update training decks, guidelines, processes, etc.
• Develop and deliver leadership training courses to help support the growth of our supervisors
• Document development plans with supervisors and work closely with HR in all matters related to hiring, firing, and performance improvement plans
• Collaborate with internal and external subject matter experts to develop and deliver hands-on training content for our team members.
• Assist with telephony system updates and configurations as needed.
• Travel is not expected to exceed 10%
• Any/all other duties as assigned

Preferred Qualification:

• You thrive in a fast paced and high-energy environment
• You are comfortable brainstorming a game plan to execute on a vision with little direction.
• You are committed to excellence
• You pay great attention to details and are well organized
• You are an effective communicator
• Ability to evaluate culture, organizational capability and technical strength to deliver effective training and learning programs virtually

Considering this is a remote role and Tidal Basin is a “cameras on” organization, any remote employee is strongly recommended that they have a high-speed internet connection with a minimum of 100 Mbps download and 40 Mbps upload speeds, respectively.

Required Education and Experience:

• Undergraduate degree and 5+ years in experience working in a Call Center training or quality assurance role OR equivalent experience totaling at least 10 years of contact center experience and/or supervision/management
• Experience training and coaching contact center staff on best practices in communicating with callers.
• Experience liaising between Call Center operations staff and clients to meet goals and objectives

Rate of Pay Range: $40-$47

Job Description Disclaimer:
This position description incorporates the job's core responsibilities. It recognizes that other related duties not specifically mentioned might also be performed and that not all responsibilities may be carried out depending on operational needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Upon hire, secondary employment and other employment restrictions must be disclosed and approved.

Tidal Basin Holdco, LLC, and its subsidiaries and affiliated companies, Tidal Basin Government Consulting, LLC, are an Equal Employment Opportunity Employer.