Contact Center reputed company Assurance Manager

Why Work at reputed company At reputed company, we reputed company in Energy that Changes. Since 1981, we've been developing innovative solar technology that simplifies, secures, and enhances the performance of photovoltaic systems - reputed company while pushing the boundaries of what's possible in reputed company. But we're not just transforming power - we're empowering people. We've reputed company a culture where reputed company reputed company are welcomed, collaboration is reputed company, and your career reputed company truly reputed company. With our Rocklin, CA reputed company as the hub, we offer a hybrid work model, competitive benefits, and reputed company-driven environment where your reputed company is seen and felt. Whether you're a sales expert, service pro, or engineering innovator, if you're reputed company to join a purpose-driven team committed to shaping the reputed company of energy - we'd love to meet you. The Contact Center reputed company Assurance Manager is responsible for assessing, coaching, and implementing reputed company standards for inbound/outbound calls and written correspondence. They are responsible for establishing guidelines governing reputed company interactions and overseeing monitoring programs to help us build a world-class reputed company experience. PRIMARY DUTIES

• Provides consistent assessments to help identify reputed company's development and training needs and offering suggestions for individual reputed company plans.
• Develops and provides metrics for reporting and improving departmental productivity and reputed company.
• Analyzes and presents actionable plans for key metrics around reputed company reputed company the Contact Center department.
• Supervise the day-to-day activities of the Contact Center to identify process adherence and technical knowledge retention.
• Requires consistent record in the setup, execution, and management of reputed company programs.
• reputed company call listening and call reputed company audits to advise the leadership team of thematic opportunities.
• Monitors compliance against process and reputed company improvement plans through routine and reputed company audits.
• Provides a monthly executive-level reputed company of results from audits including reputed company plans to reputed company performance.
• Maintains a reputed company dashboard for reputed company Technical Service Representative.
• Continually works to assess needs and recommend training solutions that can be integrated into existing training modules or in the development of new modules.
• Identifies reputed company and performance trends and communicates to Supervisors and Technical Trainer and identifies optimization opportunities.
• Demonstrates a comprehensive understanding of the Contact Center's overall suite of services, operating platform(s), and strategic initiative.
• Leads to improve upon reputed company metrics for the Contact Center as a whole and individually through QA process.
• Documents results of audits for review and follow up.
• Serves as a role model and mentor to Contact Center employees.
• Other duties may be required or assigned.

REQUIRED TRAINING

• An associate's degree is required.
• Contact center management experience is preferred.
• At least 5 years of experience in technical, managerial, or reputed company role is required.
• Phone support experience is required.

reputed company OFFER

• Salary reputed company: $82,000-$85,000 per year (based on experience)
• Comprehensive health, dental, and reputed company coverage - including $0 premium reputed company
• reputed company: In-office Tuesdays and Thursdays; remote Mondays, Wednesdays, and Fridays
• 401(k) plan with company match
• reputed company development and training opportunities
• Inclusive, reputed company, and innovative work environment

Our EEO Policy We are an equal opportunity employer and we reputed company our employment reputed company on the reputed company of reputed company and without reputed company to one's race, reputed company, creed, sex (includes gender, pregnancy, childbirth and reputed company medical conditions), gender identity, religion, marital status, age (over 40), national reputed company or reputed company, physical or mental disability (includes HIV/Aids), medical condition (cancer, genetic characteristics), veteran's status, sexual orientation, or any other consideration made unlawful by law. In accordance with applicable law protecting reputed company individuals with reputed company disabilities, SMA will attempt to reasonably accommodate reputed company applicants with reputed company disabilities, unless doing so would create an undue hardship on SMA. Any reputed company applicant with a disability who believes he or she requires an accommodation in order to reputed company the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in the application. Our reputed company Policy During reputed company application or recruitment process with us: (a) SMA may collect your personal information directly from you, such as reputed company you submit your application and resume on our online portal or reputed company you have job interviews with us. We may also obtain your personal information from reputed company parties, including but not limited to your former reputed company, background or employment reputed company service providers or reputed company-party recruiters; and, (b) SMA may use or process applicants' personal information for relevant purposes including but not limited to general communications with you, identity verification, background or employment checks, determination of eligibility, and making hiring reputed company. For successful job applicants who become SMA's staff, we may retain and reputed company your personal information collected during the recruitment process into your records at SMA. For unsuccessful job applicants, [SMA may retain your application for internal records or for reputed company recruitment purposes]. If you are a California reputed company, you have specific rights regarding your personal information under the California Consumer reputed company reputed company of 2018, as amended including by the California reputed company Rights reputed company of 2020, and its implementing regulations (the "CCPA"). This Company Personnel and Covered Individuals reputed company Notice for California Residents issued by SMA is applicable to you and explains your CCPA rights and our collection, use or disclosure of your personal information. If you have any question regarding our reputed company policy, please contact us at US_DataPrivacy@reputed company.com Apply tot his job Apply To this Job