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Company Overview 

Esquire Solutions, an Alexander Gallo Holdings Company, is the leading privately-owned court reporting and litigation support services company in the United States. Alexander Gallo Holdings LLC has more experience in the court reporting and litigation support services industry than any other company. We offer court reporting, legal video, trial presentation and staffing services from coast to coast. This expertise, coupled with the company’s entrepreneurial spirit and focus on superior client service, has helped the company provide quality litigation support services to clients since 1999.

We understand what it takes to attract, hire and retain the best and brightest employees. We are an Equal Opportunity Employer whose culture and commitment to diversity enable us to achieve superior results.

Credo
  • We commit to deliver an experience that consistently exceeds expectations.
  • We pledge to nurture an environment where trust, commitment, accountability, as well as personal and professional growth will flourish.
  • We honor and reward excellence. Core Values
  • Trust | Truthfulness | Integrity
  • Professionalism | Consistency | Thoroughness
  • Teamwork | Interdependency
  • Client-Centric



    Learn More about Esquire Solutions
    Company Website


    Client Care Quality Manager    Apply for this job now!

    Job Description 

    CLIENT CARE QUALITY MANAGER- ATLANTA, GA

    The Client Care Quality Manager is responsible for Quality, Workforce Management, and Training for the Client Care Team. Reporting to the Director of Client Services, the Client Care Quality Manager will develop and manage those programs with the objective of supportand enabling world-class client satisfaction. Initially this position will have no direct reports.


    Responsibilities will include (but not limited to):

    • Has overall responsibility for the development, implementation, and management of a call quality monitoring and scoring system.
    • Performs quality monitoring, scores calls, and provides feedback to representatives and their supervisor.
    • Utilizes workforce management software or other tools to maximize staffing and scheduling efficiencies and to analyze call volumes.
    • Develops and implements schedules and shift bids to ensure appropriate call volume coverage.
    • Develops expertise in and administers call center management software.
    • Through analysis, identifies training needs and develops training materials and programs to address those needs.
    • Delivers training for Client Care department and other client-facing employees as needed.
    • Demonstrates leadership through influence.
    • Works closely with Director of Client Services to develop overall department capabilities.
    • Provides management support and coverage for Client Services Department as needed.
    • Develops call support contingency and emergency plans.
    • Makes recommendations for methods to improve schedule adherence and other operational efficiencies.
    • Creates and manages vacation scheduling system.
     


    Job Requirements 

    Successful candidates for this position will have the following experience:  

    • Bachelor's degree in Business Administration or equivalent experience.
    • Five plus years of customer/client service experience, preferably in a call center environment.
    • Minimum two years supervisory/management experience.
    • Hands on experience utilizing workforce management software.
    • Experience creating schedules, and managing intraday performance.
    • Experience developing and administering call quality monitoring programs as well as performing quality monitoring and coaching.
    • Needs assessment experience and experience developing and delivering training.
    • Excellent analytical and problem solving skills.
    • Excellent verbal and written communication skills.
    • Experience in a corporate setting combined with solid business acumen.
    • Innovative, proactive, and self-directed.
     

     

         Apply for this job now!


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