Location: Oklahoma City, OK
Company: Oklahoma Blood Institute
Monday through Friday Hours: 8:00 a. m. to 5:00 p. m. Position: The Contact Center Manager of Quality and Training is a key player in maintaining superior customer service standards through effective quality assurance programs and comprehensive training initiatives.
The ideal candidate possesses a deep understanding of contact center operations, a passion for continuous improvement, and a nuanced awareness of adult learning styles. This awareness is crucial for tailoring training programs to maximize effectiveness and create an optimal learning experience for our customer service representatives. Qualifications: High school diploma or equivalent required Bachelor's degree in a related
field (Business Administration, Communications, Training and Development, etc. ) preferred. Blood industry recruitment experience preferred. Familiarity with contact center technology and tools including a customer relationship management system (CRM), learning management system (LMS), and dialer Strong understanding of contact center operations, customer service principles, and industry best practices.
Exceptional leadership and communication skills. Experience leading teams in a virtual environment Proficient with Microsoft 365 Minimum of Two (2) Years in supervisor and/or manager role. Track record in designing and delivering effective training programs - 2 years+ experience. Experience
measuring quality in a contact center - 2 years+ experience. Experience effectively implementing and managing document control processes (training programs, policies/procedures, knowledge base, etc.
) Ability to make sound decisions quickly in a fluid work environment. Strong interpersonal skills and the ability to communicate with many different levels of employees. Excellent written and verbal communication skills. Requires proven leadership and time management skills, dependability, and initiative. Ability to pioneer initiatives. Ability to work well with all employees, client and customers. Ability to work independently. Ability to work under pressure, meet deadlines and be accountable for the performance of others.
Strong ability for problem solving, effectively analyze results. Primary Responsibilities: Quality Assurance Develop and implement robust quality assurance programs to monitor and evaluate the performance of donor care representatives. Conduct regular audits of donor interactions, providing constructive feedback to agents and identifying areas for improvement. Analyze quality data to identify trends, patterns, and opportunities for process enhancement. Training and Development Design, implement, and manage comprehensive training programs for new and existing donor care representatives.
Stay abreast of industry best practices and emerging trends to continuously enhance training materials and methods. backss training needs and collaborate with departmental managers to address specific skill gaps. Performance Metrics and Reporting Establish key performance indicators (KPIs) for the contact center and regularly report on performance against these metrics. Provide insights and recommendations based on performance data to improve overall donor satisfaction and operational efficiency. Team Leadership Lead and motivate a team of leads and trainers, fostering a culture of accountability, teamwork, and continuous improvement.
Provide coaching and mentoring to team members to enhance their skills and performance. Responsible for keeping the Contact Center Manager or Director in charge apprised of issues within educational needs for Contact Center staff. Collaboration Collaborate with other departments, including Donor Services, Hospital Relations, Community Relations, and Blood Product Services, to identify and address cross-functional training needs and quality improvement opportunities. Work closely with senior management to align quality and training initiatives with overall business objectives.
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and Accident Indemnity Plans Employer paid Basic Life and AD&D Insurance Employer paid Long-Term Disability Insurance Flexible Spending Accounts- Medical and Dependent Care Tuition/ Educational Assistance Employee Perks and Discounts Communication Federal Credit Union has proudly served its' members for over 80 years and was ranked the #1 Credit Union in Oklahoma by Forbes for 2020-2021.
We are committed to our local communities, providing financial education, and supporting local organizations. We are passionate about the credit union philosophy of " People Helping People" and empower our team members to deliver on that promise. Working at CFCU means working alongside a diverse
group of financial professionals to create exceptional member experiences. Our culture encourages trust, collaboration, and communication enabling each of our employees to have a meaningful impact on our organization and in the communities we serve.
Join our team of professionals working to coordinate and conduct training sessions instructing individuals, teams, and overall organizational performance. Who You Are Professional, well-developed written and oral communication skills. Requires the ability to speak and write clearly and concisely, to organize information logically, to present information simply enough to be understood, to listen effectively and relate to varying age groups.
Working knowledge of the educational process, principles of adult learning, and the interpersonal skills necessary to train different personality types with a variety of learning styles and needs.
Communication and interpersonal skills to work cooperatively and politely with members, vendors, and co-workers. Ability to organize and prioritize to meet numerous deadlines; adapt to changes in the workflow; manage competing demands and able to deal with frequent change or unexpected events. May require travel and periodic overtime to accomplish tasks. What You'll Do Conducts training programs to instruct and inform employees on an ongoing basis. Schedules and conducts sessions covering areas such as new employee orientation, use of computers and software, sales techniques, and safety practices.
Formulates teaching outlines and prepares associated presentations in accordance with approved materials and inputs related dates on calendar. Compiles instructional materials and maintains resources for training facilities. Updates and maintains procedural data, testing advancements and the online training programs; notifies affected personnel and/or Human Resources of any change. Evaluates trainees and testing modes to measure progress and backss effectiveness of training; always seeking to ensure employees are consistently and professionally trained.
Assists department in planning and hosting events or functions and special projects. Education and Experience Preferably a 4-year degree in Education or Business or certification as a Trainer. Two years minimum experience as a corporate trainer or educator. Any combination of education, training and experience which provides the Job Posted by Applicant Pro
Training Jobs are specialized tasks designed to teach machine learning models how to process and analyze vast amounts of data. These jobs involve feeding a model with labeled data sets so it can learn and identify patterns, improving its accuracy over time. Characterized by iterative processes, Training Jobs adapt the model through various methods, including supervised, unsupervised, and reinforcement learning, depending on the desired outcome and complexity of the task. They are essential for developing AI systems that can make predictions, recognize images, understand language, and perform other tasks that require pattern recognition and decision-making capabilities.
in the community What does ERI offer? Paid training -- we pay you to attend class A regular and set schedule Multiple shifts available - day, evening, and weekend Full time and part time available Opportunities for overtime at YOUR request -- we do not schedule you without your consent Direct deposit Bi-Weekly pay Bonuses Additional benefits for full time employees Paid holidays Paid time off Blue Cross Blue Shield Health Insurance Delta Dental Insurance Humana Vision Insurance Principal Life Insurance What makes ERI different?
We come alongside our clients, families and guardians to create a personalized plan and tailor our in-home services. This includes ensuring that our HTS and clients are a good match for each other. Do I qualify? Must be 18 or older Driver's license Must be able to pass a criminal background check
in the community What does ERI offer? Paid training -- we pay you to attend class A regular and set schedule Multiple shifts available - day, evening, and weekend Full time and part time available Opportunities for overtime at YOUR request -- we do not schedule you without your consent Direct deposit Bi-Weekly pay Bonuses Additional benefits for full time employees Paid holidays Paid time off Blue Cross Blue Shield Health Insurance Delta Dental Insurance Humana Vision Insurance Principal Life Insurance What makes ERI different?
We come alongside our clients, families and guardians to create a personalized plan and tailor our in-home services. This includes ensuring that our HTS and clients are a good match for each other. Do I qualify? Must be 18 or older Driver's license Must be able to pass a criminal background check
