Contact Center Quality Manager jobs in Massachusetts
Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Manager jobs
Support Center (Service Desk) Manager
- CGS Federal (Contact Government Services)
-
Worcester, MA
FULL_TIME
-
Employment Type: Full Time, Mid-level
Department: Information Technology
CGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wide-ranging technical support initiative for a large Federal agency.
CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.
Qualifications:- Experience in one of the following disciplines: Information Systems, Information Technology,
- Service desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified within 12 months of Task Order Award
- Demonstrated experience re‐engineering or setting up service desks according to industry best practices
- Demonstrated experience obtaining Government management buy‐in for improving the service desk by demonstrating greater Return on Investment
- Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity
- Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships
- Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness
- Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques
- Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs
- Demonstrated experience developing a customer care philosophy that ensures customer satisfaction
- Demonstrated experience analyzing service desk performance through various statistical and reporting methods
- Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy
- Demonstrated experience managing an incident management system in a performance based environment complying with ITIL V3/V4 standards
Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.
For the past seven years, we’ve been growing our government-contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.
Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.
We care about our employees. Therefore, we offer a comprehensive benefits package.- Health, Dental, and Vision
- Life Insurance
- 401k
- Flexible Spending Account (Health, Dependent Care, and Commuter)
- Paid Time Off and Observance of State/Federal Holidays
Join our team and become part of government innovation!
Explore additional job opportunities with CGS on our Job Board:
https://cgsfederal.com/join-our-team/
For more information about CGS please visit: https://www.cgsfederal.com or contact:
Email: info@cgsfederal.com - Experience in one of the following disciplines: Information Systems, Information Technology,
- 11 Days Ago
Assistant General Manager - Chicago
- LSF QUALITY CONTROL CENTER LLC
-
Boston, MA
FULL_TIME
- Legal Sea Foods is always accepting applications for qualified Assistant General Manager candidates forall locations. A core member of the management team, working in a manner consistent with the Comp...
- 20 Days Ago
Head of Quality Engineering
- Constant Contact
-
Waltham, MA
FULL_TIME
- We have an opening for a Head of Quality Engineering (QE) to lead a team that helps improve the quality, deliverability, and user experience of CTCT’s product offerings. You will lead a highly collabo...
- 1 Month Ago
Head of Contact Center, VP
- Northern Bank
-
Woburn, MA
FULL_TIME
- The Head of Contact Center is responsible for the overall management of business and consumer support through oversight of daily operations, procedure management, and detailed reporting on productivit...
- 2 Days Ago
Contact Center Representative (PT)
- Convention Data Services
-
Bourne, MA
FULL_TIME
- Convention Data Services (CDS), a Freeman Company, is the trusted partner in the live events industry for conference event registration, business intelligence, and lead management servicing top show o...
- 7 Days Ago
Contact Center Specialist I
- Northern Bank
-
Woburn, MA
FULL_TIME
- The Contact Center Specialist I is responsible for utilizing their advanced knowledge and technical skills to resolve inquiries effectively and efficiently, relative to the Bank’s products and service...
- 8 Days Ago
Contact Center Quality Manager jobs at Popular Companies
Contact Center Operations Manager
- VBeyond Corporation
-
Jersey City, NJ
- Title: Customer Experience Contact Center Strategy and Operations Manager Location: Jersey City, NJ Experience in Financ...
- 6/10/2024 12:00:00 AM
Contact Center Manager
- Vanguard
-
Wayne, PA
- As a Workplace Contact Center Engineering Manager, you will lead a team of engineers dedicated to designing, implementin...
- 6/10/2024 12:00:00 AM
Contact Center Manager (Call Center Manager)
- Educational Federal Credit Union
-
Miami, FL
- Job Summary: The Member Contact Center Manager is responsible for the leadership of the Credit Union's Member Contact Ce...
- 6/9/2024 12:00:00 AM
Contact Center Manager
- SEB Professional North America
-
Irvine, CA
- Who Are We? Our passion for coffee makes SEB Professional North America a growing company! We are in the professional co...
- 6/8/2024 12:00:00 AM
Contact Center Operations Manager
- IGT Solutions
-
San Antonio, TX
- Position: Operations Manager Location: San Antonio, Texas Job Responsibility: IGT Solutions is looking for a Operations ...
- 6/7/2024 12:00:00 AM
Contact Center Operations Manager
- IGT Solutions
-
Philadelphia, PA
- Position: Operations Manager Location: Philadelphia, PA Job Responsibility: IGT Solutions is looking for a Operations Ma...
- 6/7/2024 12:00:00 AM
Contact Center Operations Manager
- IGT Solutions
-
Jacksonville, FL
- Position: Operations Manager Location: Jacksonville, Florida Job Responsibility: IGT Solutions is looking for a Operatio...
- 6/7/2024 12:00:00 AM
Contact Center Manager (Call Center Manager) - On-site
- Educational Federal Credit Union
-
Miami, FL
- Job Description Job Description Job Summary: The Member Contact Center Manager is responsible for the leadership of the ...
- 6/7/2024 12:00:00 AM
About Massachusetts
Massachusetts is the 7th-smallest state in the United States. It is located in the New England region of the northeastern United States and has an area of 10,555 square miles (27,340 km2), 25.7% of which is water. Several large bays distinctly shape its coast. Boston is the largest city, at the inmost point of Massachusetts Bay, and the mouth of the Charles River.
Despite its small size, Massachusetts features numerous topographically distinctive regions. The large coastal plain of the Atlantic Ocean in the eastern section of the state contains Greater Boston, along with most of the state's po...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$80,124 to $120,660
Most Popular Cities in Massachusetts for Contact Center Quality Manager Jobs
What does a Contact Center Quality Manager do?
Contact Center Quality Manager in Pierre, SD
This includes the day-to-day supervision of non-exempt team members in a high quality/high productivity environment.
January 08, 2020
Contact Center Quality Manager in Champaign, IL
Gain a holistic view of quality - Enjoy powerful, at-the-ready quality dashboards to see team and individual progress in real time.
January 17, 2020
Contact Center Quality Manager in Fargo, ND
Contrary to popular thought, quality control and quality assurance are not one in the same.
January 28, 2020