Contact Center Quality - Concord, Canada - Wyse Meter Solutions Inc.

Wyse Meter Solutions Inc.
Wyse Meter Solutions Inc.
Verified Company
Concord, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description
Wyse Meter Solutions Inc. provides turnkey submetering and utility expense management services to property managers, building owners and developers across Canada. Wyse is unique in its ability to provide energy consumption transparency and accountability to its customers.

This role is responsible for the development and management of the Contact Centre Quality & Training Program. The role is accountable for leading the training on new technology, new processes, and new services as necessary.


Responsibilities

  • Lead the development, implementation, and execution of a Quality & Training program including continuous training, agent quality monitoring, customer communications, escalation procedures, online manuals, etc.
  • Lead programs and initiatives to ensure quality performance metrics are being measured and met as per program expectations
  • Prepare quality metric reporting; track and analyze trends and discrepancies; provide summary of findings to management along with recommendations for continued best practices
  • Develop and lead calibration sessions to ensure quality monitoring is calibrated across all agents
  • Develop training strategies that incorporate changing regulatory environment and new services or processes
  • Creation of training, procedures, and "digital" knowledge bases available for agents "oncall"
  • Coach, teach and motivate agents, ensuring that their process and knowledge, escalation aptitude and skills are fully developed
  • Plan quality improvement actions and make recommendations for improvements that aim to increase customer satisfaction, to maximize contact resolution and other quality metrics
  • Assist in assessment of employee skills to identify coaching opportunities
  • Creation of management level reporting regarding customer insights, trends, and issues
  • Perform other relevant duties to the position as required

Qualifications

  • Postsecondary education
  • Minimum 5 years experience in a Contact Centre environment
  • Minimum 3 years experience in a Contact Centre training role
  • Utilities or telecommunication industry experience is an asset
  • Strong presentation, communication, and leadership skills.
  • Ability to understand Contact Centre KPIs
  • Computer skills: strong Excel, Word and PowerPoint are essential
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