Team Lead Training - Spencerville, NM, United States - Apex Ventures

Apex Ventures

Verified Company

Spencerville, NM, United States

3 weeks ago

Posted by:

James Miller

beBee Recruiter

Freelance

Tasks:

As Team Lead Training & Quality Management (m/f/d) Customer Care, you will initially be responsible for a team of 5 Quality Analysts & Coaches in the Service Contact Center in Spencerville, NM, and will have a significant impact on the successful direction of our customer service.
You will be responsible for designing and implementing the quality framework for customer care in accordance with business goals and guidelines.
You will define and lead projects for the further development of quality standards within the entire Customer Care department and ensure calibration at all locations.
You will identify process, knowledge, and competency gaps and lead crossfunctional collaboration to implement initiatives for quality improvement.
You will work closely with department management and report directly to the Head of Customer Care.

Requirements:

You have several years of professional experience in customer service and quality management, as well as initial leadership experience.
You bring comprehensive expertise in quality management and have successfully initiated and implemented personnel development measures.
You impress with your strong conceptual approach, complemented by comprehensive knowledge in the areas of training and coaching.
You are characterized by your confident and assertive manner, and your empathetic nature allows you to motivate your team.
You shine with your analytical skills and can tell stories with data, always keeping the next step in mind as a forward thinker.

What we offer: