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Workforce and Quality Manager

Workforce and Quality Manager

Job Description





Overview:

Under the direction of the Customer Assistance Center (CAC) Director, the Workforce and Quality Manager, is responsible for planning and implementing call center strategies, consistent execution and operational excellence and  is responsible for the management of vendor forecasting, vendor execution of planned forecasts and monitoring of performance against contractual obligations.  The Workforce and Quality Manager guides and manages the Knowledge Editor and is responsible for consistent achievement call center excellence by monitoring system performance; producing and analyzing call center performance reports; indentifying and resolving problems; and the creation and execution of necessary action plans.  This is a hands-on, active leadership role with a high expectation for active participation in the consistent, efficient performance of the CAC inclusive of vendors. 



Responsibilities:

  • Responsible for all CAC reporting generation that supports Sharp cross department relationships, inclusive of our vendor(s).
  •  Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Provides reporting on products and call activity to appropriate departments in SEC, Product Factories, and SSG Executives.
  • Proactively interpret call center management reports and creating recommendations for improvement strategies.
  • Work closely with vendor personnel to ensure service level metrics are achieved within each center.
  • Work with CAC Customer Experience and CAC Specialty Service Manager ensure Sharp CAC goals are achieved consistently.
  • In accordance with SSG and Sharp Corporate goals, the manager ensures the consistent achievement of performance against call center allocated budget and performance objectives by estimating requirements, forecasting volumes, analyzing variances, and initiating corrective actions.
  • Empowered to recommend changes in back office work distribution, call distribution and other vendor functions as a part of the constant evolution of the Sharp CAC.
  • Work closely with the Customer Experience Manager in order to identify and implement operations improvements to work flows, technology, and processes.
  • Develop and plan implementation of new CAC support programs.  Ensure programs are implemented to maximize both performance and cost effectiveness.
  • Manager is liaison for IT regarding CAC use of Phones, Sharptrac and any other databases designated by IT
  • Manager reconciles invoices from Vendors and validate against WFM data to ensure accuracy prior to partnering with Finance to generate payment to vendors.
  • Manager has responsibility for the Knowledge Database Manager performance
  • Review and evaluate the performance of direct employees within areas of responsibility.

Job Requirements

  • College degrees in business administration
  • 3-5 years demonstrated call center workforce management experience.
  • Back office Design and Management preferred
  • Strong Relationship Management Skills Required
  • Proven experience in business/financial analytics
  • Excellent communication skills and presentation skills
  • Approximately 10% travel required both US and International.
Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

 

No agency resumes will be accepted or fees paid in the absence of an official written engagement agreement executed in advance by Human Resources for this particular position.

 





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Job Snapshot

Employment Type Full-Time
Job Type QA - Quality Control, Management
Education Graduate Degree
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 2014-2584
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Workforce and Quality Manager


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