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Senior Manager of Support Training
A company is looking for a Senior Manager, Support Training, Quality & Continuous Improvement. Key Responsibilities Develop and deliver engaging support training programs for agents Lead quality assurance initiatives and analyze customer interactions for performance improvements Collaborate cross-functionally to support timely resolution of customer escalations Required Qualifications 8+ years of experience in customer support-oriented Training and/or Quality Assurance in the contact center industry 2+ years of people management experience Demonstrated project management experience and ability to work autonomously Strong analytical skills with experience in performance storytelling Commitment to upholding policy and procedures per company standards
A company is looking for a Senior Manager, Support Training, Quality & Continuous Improvement.
Key Responsibilities
Develop and deliver engaging support training programs for agents
Lead quality assurance initiatives and analyze customer interactions for performance improvements
Collaborate cross-functionally to support timely resolution of customer escalations
Required Qualifications
8+ years of experience in customer support-oriented Training and/or Quality Assurance in the contact center industry
2+ years of people management experience
Demonstrated project management experience and ability to work autonomously
Strong analytical skills with experience in performance storytelling
Commitment to upholding policy and procedures per company standards