Manager - Quality and Escalations WhiteFence
WhiteFence, one of the fastest-growing companies in Houston, currently has an exciting opportunity for an enthusiastic, motivated, service-minded individual to join our fast-paced company as Manager- Quality and Escalations. In this role, you are responsible for the call center quality assurance, customer service, escalations and incentive programs.
Quality Assurance: Oversee the quality monitoring process for Whitefence?s call centers. Keep quality process aligned with current business environment. Ensure that call centers are meeting exceeding quality goals. Manage reinforcement training in the call centers based upon areas of opportunity uncovered via quality scoring.
Customer Service: Manage the outsourced customer service call centers. Ensure that customer service team is providing a delightful customer service experience to Whitefence customers, make sure proper staffing is in place to answer calls within service level targets, identify root cause of call drivers and work internally to proactively solve.
Escalations: Oversee the outsourced and internal escalation functions. Respond and resolve all BBB complaints in a timely fashion. Make sure process and procedures are in place to ensure resolution of complex customer concerns. Identify and track root cause of escalations and work proactively to remedy.
Incentives: Develop and implement core compensation program to drive morale and sales results in the call centers. Develop and implement in conjunction with Whitefence service provider partners contests/incentives to provide excitement and focus on certain products/partners.
Associates degree or equivalent work experience
3-5 years call center sales and/or vendor management experience
Working knowledge of database reporting
Experience with Microsoft Office Suite- Word, Excel, Access, PowerPoint and Outlook
Excellent verbal written communication skills
Strong time management and prioritization skills
Prior experience with compensation/incentive plans.
Excellent problem solving and logic skills
- Travel will be required, not likely to exceed 25%
We offer a casual work environment and very competitive benefits. Salary range is commensurate with experience. This is an excellent opportunity for a motivated team player who consistently seeks personal challenges and professional rewards.
||5333 Westheimer |
Houston, TX 77056