Operations Manager (100% Remote)

Raleigh, NC, US, 28269

Description: 
Employees with six (6) months of service in their current position are eligible to apply for a new position for which they are qualified based on requisite skills, education, experience, and current job performance. Employees with less than six (6) months of service may change positions before the six (6) month period if both the employee’s current manager and the manager of the open position agree and a transition date is agreed upon. New hire training time is not applied towards the six (6) months service requirement. Additionally, if an employee is currently on any type of performance improvement review, the employee will be considered ineligible for an open position.

Description: 

OBJECTIVE: The Manager I position is responsible for ensuring customer satisfaction through process adherence, improvement and innovation. This position will establish standards for customer interactions and implement monitoring programs. When needed, this position will design processes to correct quality issues.  

 

ESSENTIAL FUNCTIONS:

The Quality Assurance Manager I position may perform one or more of the following:  

  • Manages the operation of the client’s total quality management (TQM) program  
  • Oversees the development of systematic approaches for assuring high quality services that meet customer needs 
  • Coordinates Quality-related program updates to employees  
  • Works with Training leadership to develop training curriculum or modules 
  • Develops, implements, and leads key process improvement efforts and influences cross- functional efforts  
  • Manages Quality Supervisors and Quality Analysts 
  • Communicates Quality-related performance with the clients and the internal leadership team 
  • Participates in client Quality meetings 

 REQUIRED EDUCATION AND EXPERIENCE

  • Associate's Degree 2-4 years. 
  • Quality management experience and call center expertise.   
  • Customer service metrics 
  • Statistical reporting 
  • Training Needs Analysis 
  • Performance metrics Service Level Agreements 
  • Real-time call monitoring 
  • Customer service monitoring software 
  • Understanding of Total Quality Management 
  • Practice of using effective writing and communication 
  • Mentoring team members  

 

WORK ENVIRONMENT This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.  

 

OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

About Continuum Global Solutions, LLC

Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address.  In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com.


Nearest Major Market: Charlotte